Senior Analyst, Patient Support Programs

AbbVie•North Chicago, IL

3d•$78,500 - $141,000

About The Position

This position supports the end-to-end roadmap for telephony systems spanning multiple functions throughout AbbVie OneHUB. The role owns business requirements from intake and discovery through implementation and ongoing optimization, partnering with functional stakeholders, IT, and third-party vendors to translate business needs into prioritized requirements, user stories, and acceptance criteria that enable a connected customer experience. The Senior Analyst serves as the business resource for telephony capabilities, workflows, and integration requirements. The role coordinates cross-functional priorities, dependencies, and testing to ensure solutions meet agreed business needs and regulatory requirements, and supports development and implementation of a connected customer experience.

Responsibilities

Partner with OneHUB stakeholders to understand end-to-end telephony needs, workflows, and customer journeys, ensuring solutions support patients and health care professionals in compliance with regulatory guidelines.
Support development and ongoing management of a unified telephony roadmap, aligning enhancements, sequencing, and dependencies with cross-functional priorities and business objectives.
Own the end-to-end business requirements lifecycle, including intake, discovery, documentation, validation, traceability, and change management; translate stakeholder needs into requirements, user stories, and measurable acceptance criteria.
Maintain a consolidated requirements backlog and facilitate prioritization with business stakeholders and IT based on business value, customer impact, risk, dependencies, and available resources; escalate competing needs for resolution.
Serve as the business subject matter resource for telephony capabilities and workflows, including call routing, interactive voice response, queue management, and integration requirements with customer relationship management systems and related services; partner with IT and vendors on solution design and delivery.
Document current- and future-state process flows, identify opportunities for standardization and automation, and assess the impact of proposed changes across OneHUB functions.
Coordinate business validation and user acceptance testing against agreed requirements and acceptance criteria; track defects, support issue resolution, and obtain stakeholder confirmation of business readiness.
Coordinate rollout readiness, stakeholder communications, training needs, and operational handoffs with functional teams, IT, and vendors to support adoption and continuity of service.
Use telephony reporting, call and case monitoring insights, and stakeholder feedback to assess outcomes, identify service gaps and risks, and recommend improvements that inform the roadmap.
Partner with IT and third-party vendors to monitor capabilities, track delivery commitments, surface dependencies and risks, and support resource planning and ongoing optimization of telephony services.