Senior Analyst, Patient Support Programs

AbbVie Inc.; Chicago (IL); On-site; USD 110,000 - 165,000; Full time

Job summary

AbbVie in Chicago seeks a business telephony program lead to own end-to-end requirements for AbbVie OneHUB telephony. You will partner with clinical, IT, and vendor teams to translate business needs into prioritized requirements and acceptance criteria, enabling a connected customer experience across care pathways.

You will manage a unified telephony roadmap, document current and future-state processes, coordinate validation testing, and drive rollout readiness with stakeholders and vendors

Qualifications

• Experience translating stakeholder needs into clear business requirements and user stories.
• Familiarity with telephony workflows including IVR and call routing.
• Ability to document current and future-state processes for standardization.
• Strong cross-functional collaboration with IT, vendors and regulatory teams.

Responsibilities

• Understand end-to-end telephony needs across OneHUB functions and ensure regulatory compliance.
• Develop and manage a unified telephony roadmap with business priorities.
• Own requirements lifecycle from intake to acceptance criteria.
• Maintain a consolidated backlog and prioritize with stakeholders and IT.
• Coordinate validation and user acceptance testing with stakeholders.
• Coordinate rollout readiness, communications and training with teams, IT and vendors.
• Use reporting and insights to assess outcomes and identify improvements.
• Partner with IT and vendors to monitor capabilities and delivery commitments.

Skills

Stakeholder management

Requirements gathering

Business analysis

Regulatory compliance

Communication

Cross-functional collaboration

Vendor coordination

Process documentation

Tools

CRM systems

IVR systems

Telephony platforms

Analytics/Reporting tools

Job description

Company Description

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio.

For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

Purpose:

This position will support the end-to-end roadmap for telephony systems spanning multiple functions throughout AbbVie OneHUB and own business requirements from intake and discovery through implementation and ongoing optimization. This role will partner with functional stakeholders, IT and third-party vendors to translate business needs into prioritized requirements, user stories and acceptance criteria that enable a connected customer experience. This role will also serve as the business resource for telephony capabilities, workflows and integration requirements and coordinate cross-functional priorities, dependencies, and testing to ensure solutions meet agreed business needs and regulatory requirements.Ultimately, this position will support the development and implementation of a connected customer experience.

Responsibilities:

• Partner with stakeholders across OneHUB functions to understand end-to-end telephony needs, workflows and customer journeys, ensuring solutions support patients and health care professionals in compliance with regulatory guidelines.
• Support development and ongoing management of a unified telephony roadmap, aligning enhancements, sequencing and dependencies with cross-functional priorities and business objectives.
• Own the end-to-end business requirements lifecycle, including intake, discovery, documentation, validation, traceability and change management. Translate stakeholder needs into clear requirements, user stories and measurable acceptance criteria.
• Maintain a consolidated requirements backlog and facilitate prioritization with business stakeholders and IT based on business value, customer impact, risk, dependencies and available resources. Escalate competing needs for resolution.
• Serve as the business subject matter resource for telephony capabilities and workflows, including call routing, interactive voice response, queue management and integration requirements with customer relationship management systems and related services. Partner with IT and vendors on solution design and delivery.
• Help document current- and future-state process flows, identify opportunities for standardization and automation, and assess the impact of proposed changes across OneHUB functions.
• Coordinate business validation and user acceptance testing against agreed requirements and acceptance criteria. Track defects, support issue resolution and obtain stakeholder confirmation of business readiness.
• Coordinate rollout readiness, stakeholder communications, training needs and operational handoffs with functional teams, IT and vendors to support adoption and continuity of service.
• Use telephony reporting, call and case monitoring insights, and stakeholder feedback to assess outcomes, identify service gaps and risks, and recommend improvements that inform the roadmap.
• Partner with IT and third-party vendors to monitor capabilities, track delivery commitments, surface dependencies and risks, and support resource planning and ongoing optimization of telephony services.

Key Stakeholders:

OneHUB functional and operational teams using the telephony system; Digital & Data Excellence; IT/BTS; telephony and related technology vendors; Quality, Regulatory and Privacy partners; PAP Organization, Foundation, Commercial Brand, Patient Service and/or Supply Chain Teams

Qualifications

Responsibilities:

• Partner with stakeholders across OneHUB functions to understand end-to-end telephony needs, workflows and customer journeys, ensuring solutions support patients and health care professionals in compliance with regulatory guidelines.
• Support development and ongoing management of a unified telephony roadmap, aligning enhancements, sequencing and dependencies with cross-functional priorities and business objectives.
• Own the end-to-end business requirements lifecycle, including intake, discovery, documentation, validation, traceability and change management. Translate stakeholder needs into clear requirements, user stories and measurable acceptance criteria.
• Maintain a consolidated requirements backlog and facilitate prioritization with business stakeholders and IT based on business value, customer impact, risk, dependencies and available resources. Escalate competing needs for resolution.
• Serve as the business subject matter resource for telephony capabilities and workflows, including call routing, interactive voice response, queue management and integration requirements with customer relationship management systems and related services. Partner with IT and vendors on solution design and delivery.
• Help document current- and future-state process flows, identify opportunities for standardization and automation, and assess the impact of proposed changes across OneHUB functions.
• Coordinate business validation and user acceptance testing against agreed requirements and acceptance criteria. Track defects, support issue resolution and obtain stakeholder confirmation of business readiness.
• Coordinate rollout readiness, stakeholder communications, training needs and operational handoffs with functional teams, IT and vendors to support adoption and continuity of service.
• Use telephony reporting, call and case monitoring insights, and stakeholder feedback to assess outcomes, identify service gaps and risks, and recommend improvements that inform the roadmap.
• Partner with IT and third-party vendors to monitor capabilities, track delivery commitments, surface dependencies and risks, and support resource planning and ongoing optimization of telephony services.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position. Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemay ultimately pay more or less than the posted range. This range may bemodified in thefuture.

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.

• This job is eligible toparticipate in our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employeeremains in the Company'ssoleandabsolutediscretion unless and until paid andmay bemodified at the Company’s sole and absolute discretion, consistent withapplicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more: https://www.abbvie.com/join-us/reasonable-accommodations.html