Job Specifications
Sorry, no 3rd party/C2C candidates will be considered
We need someone that can go to the Northshore, MA office 3-4 days/week.
This is a long term contract role which may become permanent.
We have been working with this client for 20+ years and you will be joining our team of 80+ professionals
Technology Product & Platform Management
Complaint Management - Salesforce Product Analyst
Description
We are seeking a highly motivated Complaint Handling Product Analyst to join our team. This role will serve as a bridge between business stakeholders and IT development teams, ensuring that complaint handling processes and systems are optimized to meet business needs and regulatory requirements.
Role Summary: Supporting role for the Product Owner to support business analysis, translate business needs and requirements related to Complaint Management into user stories for the product backlog for the Salesforce CRM system used by the Commercial organization. The ideal candidate is someone who has extensive experience working with Salesforce along with working in the MedTech space.
Responsibilities
Partner with business stakeholders to identify, capture, and document business requirements for complaint handling processes.
Develop artifacts such as workflow diagrams, business process maps, use cases, and other documentation to support requirement clarity and alignment.
Collaborate with IT development teams to translate business requirements into technical solutions, ensuring successful delivery of complaint handling capabilities.
Support testing, validation, and deployment activities to confirm delivered solutions meet defined requirements and business objectives.
Continuously assess and recommend improvements to complaint handling processes and systems.
Understand user needs and translate them into detailed requirements for the build team
Build use cases, writes, manages and clarifies user stories, visualization, and process flows.
Explain how requirements may be implemented from a functional standpoint and drive/improve user experience.
Stay 2-3 sprints ahead of squad and ensures each feature has a clear definition of done; ensures each feature level deliverable is aligned to a definition of readiness to enter sprint.
Communicate vision to developers and testers. May help write UAT scripts and participate in User Acceptance Testing as needed.
Document confirmed business processes to serve as reference for development and IT support.
Apply business process improvement methods for optimization.
In partnership with the PO, maintain deep understanding of the business processes and requirements to ensure that the squad's backlog priorities are aligned with business / Group needs.
Track metrics and build reports to measure progress.
Help manage dependencies with other squads', working closely with squad PO, peer PAs and the Product Manager
Understands portfolio of IT systems that the business uses; may specialize in specific applications
Support and/or facilitate system demos via inspect and adapt workshops as needed.
General Domain Expertise
Proven knowledge and understanding of complaint management, standard practices, technology and supporting industry principles
Experience gathering requirements and translating into a product vision by leveraging their expertise in product development, engineering and UX
Deep understanding of business/processes and high-level understanding of high-quality digital product delivery
Experienced in managing a product backlog/release plan, tracking team level metrics, attend product team ceremonies, removing blockers (burndown chart, release burn up,
Experienced in developing systems and tools to enable customer interactions and collaboration
Salesforce Experience
Experience in Salesforce configuration and understanding of configuration limits
Ability to high-level conceptual solution design and estimate T-Shirt Size effort with little business requirements on-the-spot when in conversations with business stakeholders
Ability to manage expectations upfront with business partners based on experience of capabilities and limitations of Salesforce code and configuration.
Qualifications:
Experience in business analysis, product analysis, or a related role, ideally within complaint handling or regulated environments (e.g., medical device, pharma, healthcare).
Experience in Complaint Handling and Computer System Quality & Validation
Strong skills in requirements gathering, process mapping, and documentation.
Ability to effectively collaborate with both business and technical stakeholders.
Excellent communication and problem-solving skills.
Leadership skills and behaviors
Creates a culture that relentlessly focuses on helping the people and organizations we touch.
Commitment to Our Credo, Diversity, Equity & Inclusion (who we are and what we believe) by ensuring we are attracting, developing and retaining talent that reflect the communities our teams serve.
Equipped with foundational k
About the Company
EVERSANA(r) is a leading independent provider of global services to the life sciences industry. The company's integrated solutions are rooted in the patient experience and span all stages of the product life cycle to deliver long-term, sustainable value for patients, prescribers, channel partners and payers. The company serves more than 650 organizations, including innovative start-ups and established pharmaceutical companies, to advance life sciences solutions for a healthier world. To learn more about EVERSANA, visit evers...
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