CRM Systems & Release Operations Lead

Bristol Myers Squibb

Princeton (NJ)

On-site

USD 150,000 - 182,000

Full time

14 days+

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Job summary

Bristol Myers Squibb in Princeton, NJ, is seeking a senior IT Operations professional to own CRM platform administration, release management, and license governance for our enterprise CRM stack (Veeva CRM and related tools). The role focuses on uptime, security, data integrity, and cross-functional collaboration across IT and business stakeholders.

With 5+ years in regulated life sciences IT, you’ll drive automation, incident resolution, and launch readiness while coordinating with global teams

Qualifications

Bachelor's degree in Computer Science, Information Systems, Information Technology, or related technical field, or equivalent professional experience.
5+ years of IT operations, CRM/application administration, or systems engineering, ideally within a regulated life sciences IT environment.
Hands-on administration experience with Veeva CRM or comparable enterprise CRM/SaaS platforms, including configuration, security model, and integration architecture.

Responsibilities

Own platform administration, uptime, performance, and security posture for the CRM application stack (e.g., Veeva CRM, Veeva Align, Veeva Network, Customer Master, Vault PromoMats) and integrated systems.
Serve as Configuration Item (CI) Owner in ServiceNow across the CRM application portfolio; maintain accurate CMDB records, ownership mapping, and application dependency documentation.
Administer system configuration, environment refreshes, sandbox/production environment management, and technical break-fix activities.
Triage, prioritize, and resolve incidents and service requests per ITIL-aligned incident and request management processes, including root-cause analysis and problem management.
Administer Identity and Access Management (IAM) processes — Identity Access Requests (IAR) and User Access Requests (UAR) — including role-based access provisioning, periodic access recertification, and de-provisioning.
Design and execute IT operations test plans (functional, regression, integration) for configuration changes, patches, and platform upgrades; maintain defect tracking and test documentation.
Monitor system logs, access activity, and application health; build dashboards and automated reporting to support proactive operations and security monitoring.
Author and maintain technical runbooks, knowledge base articles, and standard operating procedures for platform support teams and service desk tiers.
Identify and implement automation opportunities (workflow automation, scripted reporting, ServiceNow orchestration) to reduce manual operational overhead.