Support the business users in executing the business process using the respective system & perform advanced business transactions and monitoring activities.
Maintain and support the core business and informatics processes and solutions within a knowledge domain and ensure smooth interface with other areas. Apply knowledge of systems and tools and problem solving skills to the support of these processes and solutions to several levels of depth. Implement systems and monitor performance against defined standards.
Role and Responsibilities
- Maintenance & Administration of CRM system
Ensures that different CRM system installations (Commercial, Medical, Market Access) and modules (Congress, surveys, Targeting and Profiling, data management) cover business and legal needs.
Plans and executes complex tasks within the system in agreement with the business. Works together with local business, compliance, Medical, regional support team, regional system owner and regional project managers to keep the systems and business data up to date.
Supports business users in the advanced usage of the CRM system. Manages CRM related regional implementation projects. Supports end users as first level and second level support, escalates tickets to the regional support team where is required.
- Project Management (Local/Regional)
Project management includes requirement definition, stakeholder management, change management, quality assurance, user training, application configuration, system installation and testing. Collaborates with regional support teams and regional project managers for successful implementations.
Works as a member of dedicated project teams and/or leads project streams to implement processes where required. Corrects or escalates process anomalies or incidents that cannot be resolved by local support organization.
- Supports and maintains all commercial operations applications (including workflows) in use. Supports implementation of Regional/local commercial systems, development /testing/ training processes. Trains end users in his/her area of responsibility. Plans and conducts yearly regular trainings for the business users, also trains users after system upgrades,
- Applies defined procedures, standards and own content knowledge to meet business, customer and technical requirements.