Business Analyst CRM

Foster City, CA 94404 - Hybrid with 3 days Onsite

Full-Time

We are hiring Business Analysts with experience in Life Sciences CRM processes and a strong understanding of AI-driven business solutions. The role will partner with business stakeholders, product teams, and technology teams to identify opportunities for AI-enabled process improvements and customer engagement transformation. Translate business needs into actionable requirements, support solution evaluation, and drive successful implementation of CRM and AI initiatives. Bring a combination of Life Sciences domain knowledge, CRM expertise, analytical thinking, and stakeholder management capabilities."

Skills / Experience

• 10 years of Business Analysis experience with at least 4+ years supporting CRM initiatives
• Strong understanding of Life Sciences commercial operations, customer engagement, and CRM processes
• Experience with Veeva CRM, Salesforce, Dynamics 365, or similar CRM platforms
• Understanding of AI, Generative AI, Copilot, automation, and emerging digital technologies
• Proven experience in requirements gathering, business process analysis, and solution definition
• Strong stakeholder management and workshop facilitation skills
• Experience translating business requirements into user stories, functional specifications, and acceptance criteria
• Experience supporting Agile/Scrum delivery teams; Strong analytical and problem-solving skills
• Experience supporting UAT, change management, training, and business adoption activities
• Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience

Secondary Skills / Good to have

• Experience with Veeva Vault and Veeva ecosystem; Knowledge of pharmaceutical sales, medical affairs, or commercial operations processes
• Experience with Microsoft Power Platform, Copilot, Salesforce Einstein, or similar AI platforms; Exposure to customer engagement analytics and reporting platforms
• Understanding of data governance, master data, and CRM integrations; Experience supporting AI proof-of-concepts and business case development
• Familiarity with regulatory and compliance considerations within Life Sciences; Experience working with distributed teams across the US and offshore locations

Skills/Tech Stack/Product & Domain Knowledge Snapshot

• Business Analysis – Requirements Elicitation, User Stories, Process Mapping, Gap Analysis
• CRM Platforms – Veeva CRM, Salesforce Health Cloud, Dynamics 365 CRM, or equivalent
• AI & Automation – Microsoft Copilot, Generative AI, Conversational AI, Intelligent Automation
• Stakeholder Management & Workshop Facilitation, Data Analysis & Reporting
• CRM Integrations & Digital Customer Engagement Platforms
• SDLC, UAT, Change Management, Adoption Support
• Agile Delivery – Jira, Azure DevOps, Confluence

Job / Role Description

• Partner with business stakeholders to understand goals, challenges, and operational processes; Analyze existing CRM workflows and identify opportunities for process optimization and AI adoption
• Facilitate discovery workshops, requirement gathering sessions, and stakeholder discussions; Document business requirements, user stories, process flows, and functional specifications
• Support evaluation and implementation of CRM enhancements and AI-enabled capabilities; Collaborate with product owners, architects, developers, and testing teams throughout the project lifecycle
• Define acceptance criteria and support user acceptance testing activities; Analyze business data and user feedback to identify opportunities for continuous improvement
• Support change management, user training, and adoption initiatives; Track requirements traceability and ensure alignment between business objectives and delivered solutions
• Prepare executive-ready summaries, recommendations, and solution proposals; Act as a trusted advisor between business and technology teams
• Communicate business and technology concepts effectively to diverse stakeholder groups; Facilitate workshops, interviews, and requirements sessions with business leaders
• Stakeholder Management – Build trusted relationships with business, product, and technology stakeholders. Navigate ambiguity and align cross-functional teams toward common objectives. Effectively manage stakeholder expectations and competing priorities; Leadership Skills – Lead business analysis activities across multiple workstreams. Influence decisions through data-driven recommendations and structured analysis. Drive consensus and support organizational change initiatives; Problem Solving & Analytical Thinking – Analyze complex business processes and identify improvement opportunities. Assess solution alternatives and recommend practical approaches. Apply structured thinking to define business problems and desired outcomes.