Senior Analyst, CRM Operations

Vertex Inc.•Boston, MA

2d•$104,000 - $156,000•Hybrid

About The Position

We are seeking an innovative high performing individual to support global commercial Field (Veeva CRM) platform delivery. This role will integrate AI-driven solutions into CRM processes, enabling scalability, operational efficiency, and enhanced demand management. The ideal candidate will bring strong organizational, communication, and analytical skills, with a focus on leveraging AI tools and methodologies to optimize platforms, streamline governance, and improve team operations in a regulated, global environment. Additionally, the role will emphasize ensuring operational efficiency with Managed Service Providers (MSPs) and adherence to DevOps standards and best practices.

Requirements

Bachelor’s degree in Business, IT, or a related field.
Strong organizational, communication, and analytical skills.
Experience with CRM systems, preferably Veeva CRM, in a regulated environment.
Familiarity with agile methodologies and tools.
Interest in AI technologies and their application in CRM/MDM processes.
Proficiency in AI tools such as Copilot Studio, GitHub Copilot, or similar platforms.
Knowledge of SDLC and ITSM processes with AI integration.
Experience with backlog management and agile delivery tools.

Nice To Haves

Hands-on experience with AI implementation in CRM systems.
Expertise in process improvement and data management to support AI readiness.
Functional BA expertise in CRM to support evolving portfolios.
Agile/DevOps/ITIL certification

Responsibilities

Gather, analyze, and document business requirements, user stories, process maps, and acceptance criteria for Veeva CRM enhancements and AI-driven projects.
Define and deliver AI solutions within SDLC and ITSM processes to improve scalability and operational efficiency.
Support the translation of commercial business needs into functional and technical requirements, incorporating AI capabilities for extended development tools (e.g., Copilot Studio, GitHub Copilot).
Assist with backlog management and prioritization, ensuring alignment with AI readiness and process improvement goals.
Conduct impact assessments for system changes, enhancements, and platform releases across markets, with a focus on AI integration.
Support user acceptance testing (UAT), defect tracking, and validation of AI-enhanced system functionality against business requirements.
Contribute to platform SOPs and capability documentation to support AI adoption and DevOps best practices.
Facilitate agile ceremonies for the delivery team, including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives.
Help the team stay focused on sprint goals, timelines, and delivery commitments, incorporating AI-driven insights to optimize workflows.
Track actions, risks, dependencies, and blockers, escalating where appropriate to ensure seamless AI implementation.
Ensure user stories are clearly defined, prioritized, and ready for development, with a focus on AI-driven enhancements.
Support coordination across global teams, including business, IT, and vendors, to enable AI readiness and functional specialization.
Collaborate with MSPs to ensure operational efficiency and alignment with service-level agreements.
Drive adherence to DevOps standards and best practices, ensuring robust and scalable CRM operations.
Identify opportunities for process improvement and data management to support AI readiness and streamline demand management and governance.