IT Patient Services Solution Expert
Apply NowCompany: Merck Group
Location: Boston, MA 02115
Description:
Work Location: Boston, Massachusetts
Shift:
Department: HC-HF-INP Patient Support
Recruiter: Beverly Dellisola
This information is for internals only. Please do not share outside of the organization.
Your Role:
EMD Serono in Boston, MA, is hiring an IT Solution Expert. This role is vital in maintaining the alignment of Patient Support Services with the evolving global business needs with a particular focus on SFDC. The scope includes, but is not limited to Patient Services, SFDC Service Cloud, SFDC Marketing Cloud, Reporting and CRM Analytics.
Responsibilities:
Who You Are:
Minimum Qualifications:
Preferred Qualifications:
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.
Shift:
Department: HC-HF-INP Patient Support
Recruiter: Beverly Dellisola
This information is for internals only. Please do not share outside of the organization.
Your Role:
EMD Serono in Boston, MA, is hiring an IT Solution Expert. This role is vital in maintaining the alignment of Patient Support Services with the evolving global business needs with a particular focus on SFDC. The scope includes, but is not limited to Patient Services, SFDC Service Cloud, SFDC Marketing Cloud, Reporting and CRM Analytics.
Responsibilities:
- Develop solutions that proactively capture future business needs by actively engaging with stakeholders
- Engage with external communities and external vendors to benchmark Patient Services platform against our Bio/pharmaceutical peers and provide recommendations to be adopted within the release cycles
- Participate in the development of tactical planning to achieve these goals, build consensus within the organization to support these plans, and ensure their implementation
- Lead Development Effort - Responsible for business processes by directing the development, implementation, and maintenance of business unit specific applications and systems
- Determine business systems functional plans, estimate costs, and ensure projects meet needs on time and on budget
- Provide guidance on IT matters to the various work streams i.e., SDLC, Development best practice, testing methodologies and project management
- Direct and guide local and regional teams consisting of internal and external resources
- Interface with various business partners / sponsor / system owners, in order to gain an alignment / understanding of business needs, ensuring technical resources and solutions are satisfying current and future business requirements
- Interface with vendors and internal IT staff to ensure that all Patient Services related deliverables are provided on time, with quality and at cost
Who You Are:
Minimum Qualifications:
- Bachelor's degree in Computer Science
- 1+ years of experience in SalesForce, Service Cloud and/or Marketing Cloud
Preferred Qualifications:
- 3+ years of experience with Call Center and CRM systems (SFDC and other SaaS based solutions)
- 3+ years of experience supporting, consulting, or working in the business area, preferably in the Pharmaceutical, Bio-tech, or Medical Products industry
- 3+ years of experience with leading business workshops, mapping business processes and data flows
- Excellent verbal and written communication
- Ability to collaborate, partner effectively with others to get work done
- Ability to motivate and influence others without having direct control
- Customer service orientation
- Superior analytical ability
- Highly organized
- High level thinker but also detail oriented
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.