MDM Analyst

Indegene; Polska; On-site; PLN 180,000 - 240,000; Full time

Job summary

Indegene, a technology-led healthcare solutions provider, seeks an experienced MDM and CRM Operations professional to lead complex master data and CRM services. You will drive governance, process improvements, and cross-functional collaboration with Compliance, IT, and business teams.

Linkages with Data Stewards and CRM Product Owners are essential to ensure data quality, SLA adherence, and operational excellence in a regulated healthcare environment.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5–8 years of experience in Master Data Management, CRM Operations, Data Governance, or related functions.
• Experience with CRM platforms, preferably Veeva CRM and/or Salesforce.
• Experience working in global or regional operational environments.
• Experience in regulated industries is preferred.
• Strong knowledge of data governance frameworks and data quality management.

Responsibilities

• Own the delivery and continuous improvement of MDM and CRM operational services, ensuring SLA adherence and compliance.
• Act as SME for complex master data, CRM operations, and service management processes.
• Drive process optimization, standardization, and automation to improve data quality and efficiency.
• Partner with Data Stewards, Compliance, IT, and business stakeholders to achieve objectives.
• Mentor junior analysts and share best practices through coaching.

Skills

MDM operations

CRM operations

Data governance

Service management

Education

Bachelor's degree

Tools

Veeva CRM

Salesforce

Excel

Microsoft 365

Job description

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com Looking to jump-start your career? We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene’s high-speed growth. We are purpose-driven. We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.

Role overview:

• MDM and CRM Operations professional with advanced expertise in Master Data Management, CRM administration, service operations, and data governance.
• Own the delivery and continuous improvement of MDM and CRM operational services, ensuring adherence to service levels, quality standards, governance requirements, and compliance obligations.
• Act as a subject matter expert for complex master data, CRM operational activities, and service management processes.
• Drive process optimization, standardization, and continuous improvement initiatives to enhance data quality, operational efficiency, and user experience.
• Partner with business stakeholders, Data Stewards, CRM Product Owners, Compliance teams, and IT teams to support operational excellence and business objectives.
• Serve as an escalation point for complex operational issues and provide guidance to junior analysts through coaching and knowledge sharing.
• Monitor operational performance, identify trends, and recommend improvements aligned with business and governance objectives.

MDM Operations

• Lead the execution and oversight of complex MDM activities, ensuring high-quality and compliant master data maintenance.
• Review, validate, approve, create, update, merge, and deactivate healthcare professional and healthcare organization records in accordance with governance standards and established business rules.
• Ensure compliance with data governance policies, privacy requirements, audit controls, and operational procedures.
• Investigate complex data quality issues, identify root causes, and coordinate corrective and preventive actions.
• Partner with Data Stewards, business stakeholders, Compliance, and IT teams to resolve master data challenges and process exceptions.
• Monitor SLA performance, request aging, workload distribution, and operational effectiveness.
• Identify opportunities for process improvement, standardization, and automation to improve efficiency and data quality.
• Maintain audit-ready documentation and support governance reviews, internal audits, and compliance assessments.
• Develop and update SOPs, working instructions, decision trees, and escalation procedures.
• Provide guidance and mentoring to analysts on data stewardship principles and operational best practices.

General CRM Administration

• Serve as the primary escalation point for advanced CRM operational requests and complex administrative activities.
• Perform and oversee CRM administrative activities including ownership transfers, event administration support, access management, workflow troubleshooting, and operational maintenance tasks.
• Partner with CRM Product Owners and technical teams to support platform enhancements, issue resolution, and process optimization initiatives.
• Analyze recurring operational issues and implement preventive actions to improve service quality and reduce support demand.
• Support enhancement testing, release readiness activities, change management initiatives, and user adoption programs.
• Develop and maintain knowledge articles, SOPs, training materials, and operational documentation.
• Coordinate issue resolution across support teams, vendors, and business stakeholders.
• Drive continuous improvement initiatives focused on productivity, quality, and user experience.

Service Triage:

• Govern service queue management and ticket allocation processes to ensure efficient routing and timely resolution.
• Monitor ticket backlog, SLA adherence, aging trends, and service performance metrics.
• Ensure business-critical and compliance-sensitive requests are appropriately prioritized and escalated.
• Produce operational reporting and trend analysis to support service reviews and management decision-making.
• Identify recurring support themes and recommend improvements to service management processes and operational workflows.

Experience and education:

• Bachelor's degree or equivalent practical experience in Business Administration, Information Systems, Data Management, Life Sciences, or a related discipline.
• 5-8 years of experience in Master Data Management, CRM Operations, Data Governance, Commercial Operations, Service Management, or related business support functions.
• Experience working within global or regional operational environments.
• Experience supporting pharmaceutical, healthcare, life sciences, or other regulated industries is preferred.
• Strong hands-on experience with CRM platforms, preferably Veeva CRM and/or Salesforce.
• Experience with Master Data Management processes, governance frameworks, and operational controls.
• Experience leading operational improvement initiatives and cross-functional projects is desirable.
• Advanced understanding of Master Data Management principles, data governance frameworks, and data quality management practices.
• Strong knowledge of CRM operational processes and customer data management.
• Ability to analyze complex operational issues and drive effective resolution.
• Strong stakeholder management and communication skills across business and technical teams.
• Experience developing process documentation, SOPs, and training materials.
• Advanced proficiency in Microsoft Excel and Microsoft 365 applications.
• Familiarity with service management or ticketing platforms.
• Experience mentoring or supporting junior team members.
• Ability to work effectively in a regulated and compliance-driven environment.

Core competencies:

• Advanced expertise in Master Data Management, CRM operations, and service delivery processes.
• Strong understanding of governance frameworks, stewardship principles, and compliance requirements.
• Excellent analytical, problem-solving, and root-cause investigation skills.
• Strong stakeholder-management and influencing capabilities across cross-functional teams.
• Ability to balance multiple priorities and maintain focus on SLA achievement and service quality.
• Effective coaching, mentoring, and knowledge-sharing capabilities.
• Strong communication skills with both technical and non-technical audiences.
• Continuous improvement mindset with focus on operational excellence and process optimization.
• High level of ownership, accountability, and customer focus.
• Sound judgement when handling sensitive data, compliance requirements, and business-critical requests.
• Excellent collaboration and relationship-building skills.
• Learning agility and ability to adapt evolving business processes, technologies, and organizational priorities.

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.