IT Design Leads, Patient Support Program

EMD Serono•Boston, MA

1d•$132,000 - $155,000•Remote

About The Position

This information is for internals only. Please do not share outside of the organization. This notice is posted as the result of the filing of an Application for Alien Labor Certification with the Department of Labor for the job opportunity listed below. The specific duties of the IT Design Lead, Patient Support Program will include implementing new technologies to support and expand the Salesforce Service Cloud ecosystem and integrated third-party applications. The role involves leading implementations of Salesforce Service Cloud and Marketing Cloud across Americas, Canada, LATAM, and APAC, ensuring compliance with regional healthcare regulations and program requirements. The IT Design Lead will provide strategic guidance on PSP matters across multiple workstreams, including SDLC, development best practices, testing methodologies, and project management, as well as review code developed by team members. The position also requires providing strategic leadership on SDLC, development best practices, testing standards, and governance across multiple workstreams, and directing the adoption of CI/CD pipelines, Copado/Gearset release management, and agile delivery frameworks to streamline releases. Identifying and delivering opportunities for business process optimization, streamlining workflows and improving efficiency, and leading projects to implement optimizations are key responsibilities. The role involves engineering and managing the integration of multiple platforms and processes, ensuring seamless data management, enhanced user experience, and cost optimization while maintaining high-quality client outcomes. Designing adaptable, scalable, and innovative solutions for diverse customer needs, factoring in demographic trends and generational differences, and directing the design, development, and deployment of scalable Salesforce multi-cloud solutions, integrating Service Cloud, Marketing Cloud, ERP, and external vendor systems (via REST APIs, MuleSoft, and batch jobs) are also crucial. Building strong local, regional, and global partnerships across Business Technology teams to align priorities and ensure consistency, and collaborating with cross-functional developers to define and implement best-practice solutions, leveraging new technologies to accelerate digital transformation are expected. The IT Design Lead will build and lead regional and global partnerships, aligning enterprise-wide Salesforce processes with localized Marketing Cloud campaigns, and foster a culture of innovation and change by encouraging creativity, experimentation, risk-taking, and openness to new perspectives. Reviewing code from team members, mentoring junior developers, and delegating tasks while performing project team lead responsibilities are part of the role. Championing business process optimization initiatives (case routing automation, duplicate management, patient journey automation), driving 30–40% efficiency improvements is also a key aspect.

Requirements

Master’s degree in Computer Science, Information Systems, Engineering, or related field
Two years of IT experience
Expertise in Salesforce Service Cloud and related platforms gained through 2 years of experience
2 years' experience with Salesforce Marketing Cloud
Proficiency in HPALM gained through 2 years of experience
Knowledge of Copado, Authenticx and Infinitus platforms gained through 1 year of experience
Expertise with PSP ecosystems and patient-centric digital solutions in healthcare or life sciences industries gained through 2 years of experience
Strong background in systems integration, data management, and workflow optimization gained through 2 years of experience
Demonstrated leadership in global or regional technology initiatives gained through 2 years of experience
Experience building integrations with Dell Boomi gained through 2 years of experience
Development within GxP environment including IQ preparation and execution gained through 1 year of experience
Ability to inspire and lead teams through change, balancing strategic vision with hands-on delivery gained through 2 years of experience
All years of experience may be gained concurrently.

Responsibilities

Implement new technologies to support and expand the Salesforce Service Cloud ecosystem and integrated third-party applications
Lead implementations of Salesforce Service Cloud and Marketing Cloud across Americas, Canada, LATAM, and APAC, ensuring compliance with regional healthcare regulations and program requirements
Provide strategic guidance on PSP matters across multiple workstreams, including SDLC, development best practices, testing methodologies, and project management. Review code developed by team members. Provided strategic leadership on SDLC, development best practices, testing standards, and governance across multiple workstreams. Directed adoption of CI/CD pipelines, Copado/Gearset release management, and agile delivery frameworks to streamline releases
Identify and deliver opportunities for business process optimization, streamlining workflows and improving efficiency. Lead projects to implement optimizations
Engineer and manage the integration of multiple platforms and processes, ensuring seamless data management, enhanced user experience, and cost optimization while maintaining high-quality client outcomes
Design adaptable, scalable, and innovative solutions for diverse customer needs, factoring in demographic trends and generational differences. Direct the design, development, and deployment of scalable Salesforce multi-cloud solutions, integrating Service Cloud, Marketing Cloud, ERP, and external vendor systems (via REST APIs, MuleSoft, and batch jobs)
Build strong local, regional, and global partnerships across Business Technology teams to align priorities and ensure consistency
Collaborate with cross-functional developers to define and implement best-practice solutions, leveraging new technologies to accelerate digital transformation
Build and lead regional and global partnerships, aligning enterprise-wide Salesforce processes with localized Marketing Cloud campaigns. Foster a culture of innovation and change by encouraging creativity, experimentation, risk-taking, and openness to new perspectives. Review code from team members, mentor junior developers, and delegate tasks while performing project team lead responsibilities. Champion business process optimization initiatives (case routing automation, duplicate management, patient journey automation), driving 30–40% efficiency improvements.