Salesforce BA-Service Cloud

Key Responsibilities

5 DAYS ONSITE - IRVINE, CA

Requirements Gathering & Analysis

• Partner with stakeholders in Patient Services, Medical Information, Market Access, Pharmacovigilance, and Customer Support to capture requirements.
• Develop user stories, workflows, and acceptance criteria aligned to Salesforce Service Cloud capabilities.
• Conduct gap analysis between current service operations and Salesforce best practices.

Salesforce Service Cloud Focus

• Configure and support Service Cloud modules, including:
• Case Management (patient inquiries, product complaints, adverse event reporting)
• Omni-Channel & CTI (call center, digital channels, chatbot/AI)
• Knowledge Base (FAQs, product information, medical literature)
• Service Console for agent productivity
• Field Service (where applicable) for device servicing or sample logistics
• Collaborate with Architects and Developers to ensure requirements are translated into scalable Salesforce Service Cloud solutions.

Life Sciences & Compliance Alignment

• Ensure all Service Cloud processes adhere to HIPAA, GDPR, FDA, EMA, and 21 CFR Part 11 regulatory requirements.
• Map Service Cloud workflows to Pharmacovigilance case intake, Medical Information requests, Reimbursement hub services, and Patient Support programs.
• Support audit-readiness by documenting compliance-critical processes.

Project Delivery & Change Management

• Contribute to Agile ceremonies and act as Product Owner proxy when needed.
• Facilitate User Acceptance Testing (UAT) and coordinate business sign-offs.
• Prepare training content, SOPs, and knowledge transfer materials for end-users.
• Act as a trusted advisor for continuous improvement of service processes.

Qualifications

• Bachelor s or Master s degree in Life Sciences, Business Administration, or related field.
• 5+ years experience as a Business Analyst, preferably in the Life Sciences industry.
• 3+ years hands-on experience with Salesforce Service Cloud.
• Knowledge of Patient Support Programs, Medical Information, Pharmacovigilance, or Market Access operations.
• Familiarity with integrations between Salesforce and ERP, CRM, Safety, or Marketing systems.
• Strong documentation, stakeholder management, and facilitation skills.

Preferred Skills

• Salesforce certifications (Service Cloud Consultant, Business Analyst, or Administrator).
• Experience with AI/Chatbots, Knowledge Management, or Omni-Channel solutions.
• Exposure to Field Service for med-tech device servicing.
• Background in pharma/biotech call center operations.