Senior Analyst, CRM Operations

Vertex Inc.; Boston (MA); Hybrid; USD 104,000 - 156,000; Full time

Benefits offered by this job

Hybrid-eligible or On-Site eligible

Educational assistance programs

Commuting subsidy

Annual bonus and equity awards

Job summary

Vertex Inc. seeks an innovative, high-performing professional to support global Field (Veeva CRM) platform delivery and AI-driven solutions. You will drive scalability, governance, and efficiency in a regulated, global environment, focusing on AI-enabled SDLC, ITSM processes, and strong collaboration with MSPs.

You will analyze business needs, manage backlogs, coordinate across global teams, and ensure AI enhancements align with DevOps practices. Hybrid-eligible role with comprehensive rewards.

Qualifications

• Bachelor’s degree required in Business, IT, or related field.
• Experience with CRM systems, preferably Veeva CRM, in regulated environments.
• Interest in AI technologies and their CRM applications.
• Familiarity with agile methodologies and tools.

Responsibilities

• Gather, analyze, and document business requirements, user stories, process maps, and acceptance criteria for Veeva CRM enhancements and AI-driven projects.
• Define and deliver AI solutions within SDLC and ITSM processes to improve scalability and operational efficiency.
• Support the translation of commercial business needs into functional and technical requirements, incorporating AI capabilities for extended development tools (e.g., Copilot Studio, GitHub Copilot).
• Assist with backlog management and prioritization, ensuring alignment with AI readiness and process improvement goals.
• Conduct impact assessments for system changes, enhancements, and platform releases across markets, with a focus on AI integration.
• Support user acceptance testing (UAT), defect tracking, and validation of AI-enhanced system functionality against business requirements.
• Contribute to platform SOPs and capability documentation to support AI adoption and DevOps best practices.

Skills

Organizational skills

Communication skills

Analytical skills

CRM experience

AI interest

Agile experience

Education

Bachelor’s degree in Business/IT

Tools

Veeva CRM

Copilot Studio

GitHub Copilot

Backlog tools

Job description

Job Description

Role Summary

We are seeking an innovative high performing individual to support global commercial Field (Veeva CRM) platform delivery. This role will integrate AI-driven solutions into CRM processes, enabling scalability, operational efficiency, and enhanced demand management. The ideal candidate will bring strong organizational, communication, and analytical skills, with a focus on leveraging AI tools and methodologies to optimize platforms, streamline governance, and improve team operations in a regulated, global environment. Additionally, the role will emphasize ensuring operational efficiency with Managed Service Providers (MSPs) and adherence to DevOps standards and best practices.

Key Responsibilities

Business Analysis

• Gather, analyze, and document business requirements, user stories, process maps, and acceptance criteria for Veeva CRM enhancements and AI-driven projects.

• Define and deliver AI solutions within SDLC and ITSM processes to improve scalability and operational efficiency.

• Support the translation of commercial business needs into functional and technical requirements, incorporating AI capabilities for extended development tools (e.g., Copilot Studio, GitHub Copilot).

• Assist with backlog management and prioritization, ensuring alignment with AI readiness and process improvement goals.

• Conduct impact assessments for system changes, enhancements, and platform releases across markets, with a focus on AI integration.

• Support user acceptance testing (UAT), defect tracking, and validation of AI-enhanced system functionality against business requirements.

• Contribute to platform SOPs and capability documentation to support AI adoption and DevOps best practices.

Agile Software & AI Project Delivery Support

• Facilitate agile ceremonies for the delivery team, including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives.

• Help the team stay focused on sprint goals, timelines, and delivery commitments, incorporating AI-driven insights to optimize workflows.

• Track actions, risks, dependencies, and blockers, escalating where appropriate to ensure seamless AI implementation.

• Ensure user stories are clearly defined, prioritized, and ready for development, with a focus on AI-driven enhancements.

• Support coordination across global teams, including business, IT, and vendors, to enable AI readiness and functional specialization.

Operational Efficiency and DevOps Standards

• Collaborate with MSPs to ensure operational efficiency and alignment with service-level agreements.

• Drive adherence to DevOps standards and best practices, ensuring robust and scalable CRM operations.

• Identify opportunities for process improvement and data management to support AI readiness and streamline demand management and governance.

Required Qualifications

• Bachelor’s degree in Business, IT, or a related field.

• Strong organizational, communication, and analytical skills.

• Experience with CRM systems, preferably Veeva CRM, in a regulated environment.

• Familiarity with agile methodologies and tools.

• Interest in AI technologies and their application in CRM/MDM processes.

Technical Skills Required

• Proficiency in AI tools such as Copilot Studio, GitHub Copilot, or similar platforms.

• Knowledge of SDLC and ITSM processes with AI integration.

• Experience with backlog management and agile delivery tools.

Preferred Skills

• Hands-on experience with AI implementation in CRM systems.

• Expertise in process improvement and data management to support AI readiness.

• Functional BA expertise in CRM to support evolving portfolios.

• Agile/DevOps/ITIL certification

Pay Range:

$104,000 - $156,000

Disclosure Statement:

The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.

At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

Flex Designation:

Hybrid-Eligible Or On-Site Eligible

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as:

1. Hybrid : work remotely up to two days per week; or select

2. On-Site : work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time.

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person’s race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at [e-mail]