Description
Salesforce Senior Analyst expert services - customer service and event management Certified Salesforce development life cycle VEEVA QlikView CTI integration
The scope is Customer Services and Event Management with related processes like Computer Telephony Integration (CTI), Contract Management, HealthCare Professional Reporting (HPR), etc.
Design, build and test new services for advanced business users based on existing capabilities.
Proactively define and monitors SLAs for the services under his/her responsibility.
Design and execute yearly training plans for business and IT partners.
Work closely with the advanced business users to support them managing their business processes with the IT solutions and take care of regular training sessions on best practices.
Proactively investigate how local business is using the solutions/tools and makes proposals to optimize and come to better business outcomes.
Independently solve problems and resolve issues within area of expertise or escalate problems to the appropriate resource.
Collaborate and communicate with the EMEA Customer Strategy Managers and Business Consultants on local feedback, needs, preferences, best practices.
Proactively investigate recurring questions and develops articles in the knowledge base to support the local communities with the use of the IT solutions
Support IT testing of enhancements/changes to existing solutions
Qualifications
Education and experience
Master or Bachelor degree in science, engineering, technology or economics
2+ Years of relevant experience with the pharmaceutical commercial environment and understanding of multiple business processes.
Certified in VEEVA or SFDC is a condition. Experience with QLIKVIEW or CTI is an advantage.
2+ Years of experience in managing applications from an administration point of view.
Competencies
Analytical skills, pro-active attitude and attention for the details where necessary
Process minded, capable to analyze and improve processes. Creative mindset.
Positive attitude to deal with escalations and turn them into opportunities
Accepts personal responsibility for client satisfaction
English proficiency oral and written
Regular travel might be required (10%)