Senior Field Operations Tech BA – CRM & Omnichannel

eTeam; Cambridge (MA); Hybrid; USD 138,000 - 143,000; Full time

Job summary

eTeam is seeking a Business Analyst III – Field Operations Technologies in Cambridge, MA for a 15-month contract. Hybrid: 3 days in-office per week, with a pay range of $100.00–$103.84/hour on a W2 all-inclusive basis.

The Business Analyst supports Commercial Field teams by enabling effective use, stability, and continuous improvement of Field Technologies, including Veeva CRM, and serves as a liaison between Field stakeholders, co-commercial partners, and IT.

Qualifications

• Bachelor’s degree in Business, Information Systems, or a related field, or equivalent work experience.
• 5+ years of experience as a Business Analyst supporting commercial, sales, or field-facing technologies.
• Strong experience working within IT service management frameworks (incidents, service requests, enhancements).
• Demonstrated ability to gather requirements, perform impact analysis, and translate business needs into clear documentation.

Responsibilities

• Support Field Technologies including Veeva CRM, omnichannel capabilities, and related platforms used by US Field Operations.
• Analyze, document, and prioritize business requirements related to CRM enhancements, DCR requests, Omnichannel initiatives, and process improvements.
• Assess risks, gaps, and technical limitations during requirements gathering to ensure proposed functional solutions align with business needs.
• Drive cross-company alignment in a co-commercial partner environment by coordinating requirements, trade-offs, timelines, and approvals with partner teams across therapeutic areas.
• Partner with IT, vendors, and IT Service Owners to manage service requests, incidents, enhancements, and escalations using standard ITSM and Jira processes.
• Support CRM migration as needed, deprecation, and enhancement initiatives, including impact analysis and readiness assessment.
• Provide day-to-day operational support for Field users, including troubleshooting, issue analysis, and guidance on system processes.
• Support quarter start activities across Field teams, including alignment support and call plan loads, data validation, and readiness checks.
• Validate data used for sales reporting, goal setting, and incentive compensation processes, including account and territory alignment.
• Support co-commercial partner-related field requests through analysis, recommendations, and deployment coordination.
• Provide ad hoc analysis, testing support, reporting, and cross-functional coordination as needed.

Skills

Requirements gathering

Stakeholder communication

Analytical thinking

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Business/Information Systems or related field

Tools

Veeva CRM

ITSM processes

Jira

Job description

eTeam is seeking a Business Analyst III – Field Operations Technologies in Cambridge, MA for a 15-month contract. Hybrid: 3 days in-office per week, with a pay range of $100.00–$103.84/hour on a W2 all-inclusive basis.

The Business Analyst supports Commercial Field teams by enabling effective use, stability, and continuous improvement of Field Technologies, including Veeva CRM, and serves as a liaison between Field stakeholders, co-commercial partners, and IT.