CRM Operations Lead, Sales Systems & Launch

Biopharma Careers; United States; Hybrid; USD 150,000 - 182,000; Full time

Benefits offered by this job

Health coverage

401(k) plan

Paid time off

Job summary

Bristol Myers Squibb is seeking a Sales Systems Operations Lead in the United States to own CRM platform administration, security, and performance across the CRM stack (Veeva CRM, Align, Network, Vault). The role includes CI ownership in ServiceNow, CMDB maintenance, environment refreshes, and ITIL-aligned incident management.

Responsibilities also cover launch readiness, data loads, interface touchpoints with downstream systems, and post-launch reviews with development and QA teams.

Qualifications

• Bachelor's degree in CS/Information Systems/IT or related field.
• 5+ years of experience in IT operations, CRM administration, or systems engineering.
• Hands-on experience with Veeva CRM and ITSM tools (ServiceNow, Jira).
• Knowledge of CSV/GxP and regulated environments.

Responsibilities

• Own platform administration for the CRM application stack (Veeva CRM, Align, Network, Vault PromoMats).
• Serve as CI Owner in ServiceNow; maintain CMDB and dependency docs.
• Administer environment management, configuration changes, and break-fix activities.
• Triage incidents and requests per ITIL processes; perform root-cause analysis.
• Administer IAM processes including access provisioning and recertification.
• Design and execute IT operations test plans for config changes and upgrades.
• Monitor logs and health; build dashboards and automated reporting.
• Write runbooks, knowledge bases, and SOPs for support teams.
• Identify automation opportunities to reduce manual overhead.
• Coordinate launch readiness across data loads and interface touchpoints.
• Lead release management activities and governance across cycles.
• Manage license administration for CRM vendors and contracts.

Skills

IT operations

CRM administration

ITIL practices

Regulated environment

Education

Bachelor's degree in Computer Science, Information Systems, Information Technology, or related technical field

Tools

Veeva CRM

ServiceNow

Jira

Job description

Bristol Myers Squibb is seeking a Sales Systems Operations Lead in the United States to own CRM platform administration, security, and performance across the CRM stack (Veeva CRM, Align, Network, Vault). The role includes CI ownership in ServiceNow, CMDB maintenance, environment refreshes, and ITIL-aligned incident management.

Responsibilities also cover launch readiness, data loads, interface touchpoints with downstream systems, and post-launch reviews with development and QA teams.