CRM Operations Specialist — Flexible, Data-Driven Support

Amgen; Lisboa; Hybrid; EUR 33,000 - 45,000; Full time

Job summary

Amgen is seeking a CRM Operations Specialist to provide first-line support for Veeva CRM and related business questions across Outside US with a focus on ELMAC. You will collaborate with stakeholders and IT to distinguish business requests from defects, handling data loads, exports, surveys, and user setups.

You will document outcomes, improve processes, and help onboard new Business Analysts while maintaining up-to-date guides and reference materials.

Qualifications

• Experience in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Understanding of CRM business processes.
• Strong communication, customer support, data management, and process skills.
• Ability to work across regional and cross-functional teams and distinguish business questions from technical defects.

Responsibilities

• Serve as a first point of contact for CRM questions, clarifying requests, providing guidance, resolving issues where possible, and documenting outcomes.
• Handle operational requests such as data loads and validation, exports, survey setup, territory, user and product setup support, key message operations, and batch invalidation.
• Follow approved procedures, templates, and quality checks to ensure accurate and consistent execution.
• Investigate recurring issues, identify root causes, and suggest longer-term fixes or process improvements.
• Prepare clear communications for the CRM Community during broad CRM issues or outages, coordinating with the appropriate teams.
• Support the onboarding of new Business Analyst (BA) users and gradually take ownership of the onboarding process.
• Keep how-to guides, procedures, training and reference documents up to date and aligned with release guidance.
• Use approved automation and AI-enabled tools where appropriate to improve efficiency and consistency.
• Contribute to self-service resources, reusable documentation, process improvements, and team projects when service workload allows.

Skills

CRM operations

Data management

Communication

Sales operations

Cross-functional collaboration

Tools

Veeva CRM

Salesforce

Job description

Amgen is seeking a CRM Operations Specialist to provide first-line support for Veeva CRM and related business questions across Outside US with a focus on ELMAC. You will collaborate with stakeholders and IT to distinguish business requests from defects, handling data loads, exports, surveys, and user setups.

You will document outcomes, improve processes, and help onboard new Business Analysts while maintaining up-to-date guides and reference materials.