Associate Service Consultant, Salesforce Marketing Cloud CRM Systems

AbbVie•Mettawa, IL

10d•$78,500 - $141,000•Onsite

About The Position

The Associate Service Consultant is accountable to improve the business/end user experience with a forward-looking mindset and spirit of continuous improvement. This includes delivering business value by maximizing financial investment and the sustainability of the application; Managing through the Managed Service Providers to quality outcomes; And ensuring alignment with cross-functional teams and external parties.

Requirements

Bachelor’s Degree in Information Technology, Computer Science, or Computer Engineering plus 5 years’ experience; or Master’s Degree with 4 years’ experience
Respective years of demonstrated combined IT experience
Experience with application outsourcing, vendor management, service level management, and minor enhancements
Strong background in data analysis, trend identification, problem-solving, and presenting recommendations to leadership
Experience with change management and change control processes
Proven ability to manage complex IT processes and identify process improvements
Experience driving continuous improvement and cost optimization initiatives
Strong communication skills with experience facilitating cross-functional meetings
2+ years of experience with Salesforce Marketing Cloud
Solid understanding of Journey Builder, Marketing Cloud APIs, and the broader CRM ecosystem, including Veeva CRM, Service Cloud, and MuleSoft
Knowledge of Salesforce roadmap developments, especially Data Cloud and Agent force
Experience with marketing automation best practices and designing scalable integration and data flow solutions
Excellent collaboration, problem-solving, and stakeholder management skills
Experience with ITIL processes, including Incident, Problem, Release, Deployment, and Continuous Improvement management
Experience working in global, multi-sourced service operations environments

Nice To Haves

Experience with customer data platforms or cloud data architecture
Exposure to AI-driven Salesforce features
Master’s Degree in Business Administration, Computer Science, or Computer Engineering
Experience with SDLC methodologies
Experience in a relevant platform or industry domain, such as Life Sciences, Pharmaceutical R&D, Commercial, or Financial Technologies.
ITIL Foundation and/or ITIL Intermediate Certification in Service Operations
Experience developing Operating Level Agreements (OLAs)

Responsibilities

Accountable for ensuring Service Transition processes are fully executed; approves readiness for support transition and serves as the escalation point for any delays.
Serves as the primary AbbVie contact and first-level escalation point for incidents and problems, including issues requiring coordination across multiple teams.
Assists with prioritization and escalation of system recovery issues with cross-functional, build, and infrastructure teams.
Performs daily reviews of prior-day ticket activity, including queue levels, processing efficiency, backlogs, aging, and incidents, and adjusts priorities as needed.
Manages demand and release change prioritization with product teams to minimize business impact and downtime.
Serves as IT subject matter expert within topics of SFMC, Veeva - Commercial Life sciences.
Primary point of accountability for fulfillment of Audit Artifact Service Requests.
Coordinates with internal compliance teams on audit-related requests and monitors MSP execution of audit processes and procedures.
Ensures timely and accurate delivery of external compliance-driven audit artifacts.
Reviews service provider performance trends and process improvement recommendations to identify opportunities for preventative maintenance and improved application performance.
Reviews ticket patterns and recommend improvements presented by the MSP.
Approves SLA exception breaches.
Reviews service provider SLAs and participate in action plans to address deviations and improvement opportunities.
Helps manage relationships with vendors to ensure strong service delivery for application maintenance and support activities.
Supports service provider performance reviews and evaluates service trends to ensure service quality and operational efficiency.
Supports Statement of Work (SOW) management, including review of scope, deliverables, service levels, and commercial terms.
Partners with procurement, finance, and vendor management teams to support contract renewals, amendments, and cost tracking.
Provides budgetary impact assessments for proposed changes, ensures transfer of budget where needed, and updates the portfolio tracker accordingly.
Monitor vendor spend, forecast alignment, and operational budgets to ensure services remain within approved financial parameters.
Reviews of invoices, purchase orders, and chargebacks as needed to support accurate financial governance and vendor payment validation.
Tracks financial commitments, recurring service costs, and operational expenses to support budgeting and forecasting.
Assists with financial analysis of service provider performance, including identification of cost optimization opportunities.
Ensures vendor obligations under SOWs are met and escalates any delivery or financial discrepancies.