Veeva CRM Business Analyst

Zenith Services Inc.; Texas; On-site; USD 110,000 - 140,000; Full time

Job summary

Zenith Services Inc. seeks a Veeva CRM Business Analyst to gather requirements, document user stories, and map CRM processes across call planning, events, sample management, and consent.

You will translate between field, commercial, medical, compliance, and IT, coordinate with Veeva consultants, and ensure successful releases with UAT and adoption tracking. A strong background in life sciences and GxP is expected.

Qualifications

• 6 to 8 years in business analysis, with 4+ years on Veeva CRM / Vault CRM in life sciences
• Strong knowledge of CRM processes: call planning and reporting, Events Management, sample management, and consent
• Understanding of Veeva CRM configuration to specify, review, and test it without configuring it yourself
• Experience writing user stories, process maps, and acceptance criteria, and running UAT through sign-off
• Experience assessing vendor release impact, and planning regression testing in a GxP-regulated environment
• Experience with managed services or application support, including L1 to L3 tickets in a service management tool such as ManageEngine or ServiceNow
• Working knowledge of how CRM data feeds HCP/HCO master data (Veeva Network) and aggregate spend reporting
• Basic reporting skills to define and review dashboards and field adoption reports
• Clear communication with field, commercial, compliance, and IT stakeholders
• Bachelor's degree in a relevant field, or equivalent experience

Responsibilities

• Gather and document requirements for Veeva CRM / Vault CRM enhancements, reports and dashboards, and data loads
• Write user stories with clear acceptance criteria
• Map and improve CRM processes across call planning, reporting, Events Management, sample management, and consent
• Translate between field, commercial, medical, compliance, and IT stakeholders and the technical team
• Work with the Veeva Consultant to turn requirements into configuration specifications
• Assess business impact of each Veeva CRM release and identify affected configurations
• Plan and write regression test scenarios and run UAT through sign-off
• Prepare release communications and field-facing guidance, and track adoption after go-live
• Triage and clarify CRM support requests across L1 to L3 and route them
• Analyze recurring incidents and propose fixes to remove root causes
• Maintain case accuracy in the client’s ticketing system (ManageEngine)
• Support Suggestions and next-best-action rules, MyInsights dashboards, and field adoption reporting
• Maintain process maps, requirement records, and user guides so the client can run without you

Skills

Communication skills

UAT leadership

Process mapping

Stakeholder management

GxP awareness

Education

Bachelor's degree in a relevant field

Tools

ManageEngine

ServiceNow

Jira

Azure DevOps

Power BI

Job description

Job Description: Veeva CRM Business Analyst Core responsibilities

Requirements and process analysis

• Gather and document requirements for Veeva CRM / Vault CRM enhancements, reports and dashboards, and data loads, and write user stories with clear acceptance criteria
• Map and improve CRM processes across call planning and reporting, Events Management, sample management, and consent
• Translate between field, commercial, medical, compliance, and IT stakeholders and the technical team, and manage changes to agreed requirements
• Work with the Veeva Consultant to turn requirements into configuration specifications

Release and change management

• Assess the business impact of each Veeva CRM release, and identify the configurations, integrations, and field processes it affects
• Plan and write regression test scenarios, and run user acceptance testing with business users through to sign-off
• Prepare release communications and field-facing guidance, and track adoption after go-live

Managed services support

• Triage and clarify CRM support requests across L1 to L3 support tiers, and route them to the right team
• Analyze recurring incidents and field feedback, and propose process or configuration fixes that remove the cause
• Keep cases in the client's ticketing system (ManageEngine) accurate and up to date
• Support Suggestions and next-best-action rules, MyInsights dashboards, and field adoption reporting
• Maintain process maps, requirement records, and user guides so the client can run without you

Required qualifications

• 6 to 8 years in business analysis, with 4+ years working on Veeva CRM / Vault CRM in life sciences
• Strong knowledge of CRM processes: call planning and reporting, Events Management, sample management, and consent
• Enough understanding of Veeva CRM configuration to specify, review, and test it, without needing to configure it yourself
• Experience writing user stories, process maps, and acceptance criteria, and running UAT through to sign-off
• Experience assessing the impact of vendor releases, and planning regression testing in a GxP-regulated environment
• Experience with managed services or application support, including L1 to L3 tiers, working tickets in a service management tool such as ManageEngine or ServiceNow
• Working knowledge of how CRM data feeds HCP and HCO master data (Veeva Network) and aggregate spend reporting
• Basic reporting skills, enough to define and review dashboards and field adoption reports
• Clear communication with field, commercial, compliance, and IT stakeholders
• Bachelor's degree in a relevant field, or equivalent experience

Preferred qualifications

• Hands-on experience with MyInsights, Suggestions, and Approved Email in Veeva CRM
• Experience with Veeva Network, Veeva Align, or Vault PromoMats from a business analysis point of view
• Working knowledge of GxP and computer system validation (CSV/CSA), including 21 CFR Part 11 and EU Annex 11
• Experience with a work tracking tool such as Jira or Azure DevOps
• Experience with Agile delivery, including sprint-based enhancement work
• Power BI or similar reporting tool experience
• Prior consulting or client-embedded delivery experience

Certifications

None are mandatory. The following are preferred:

• Veeva CRM Administrator certification, or the equivalent current Vault CRM certification
• Certified Business Analysis Professional (CBAP) or PMI Professional in Business Analysis (PMI-PBA)
• ITIL certification (ITIL 4 Foundation or higher)
• Agile certification, such as SAFe or PSM