Senior Analyst, CRM Operations
Vertex Pharmaceuticals
August 26, 2026
Remote friendly (Boston, MA)
United States
IT
Role Summary
- Support global commercial Field (Veeva CRM) platform delivery by integrating AI-driven solutions into CRM processes to enable scalability, operational efficiency, and improved demand management in a regulated, global environment.
- Optimize platforms, streamline governance, and improve team operations; ensure operational efficiency with MSPs and adherence to DevOps standards and best practices.
Key Responsibilities
Business Analysis
- Gather/analyze/document requirements, user stories, process maps, and acceptance criteria for Veeva CRM enhancements and AI projects.
- Define and deliver AI solutions within SDLC and ITSM to improve scalability and operational efficiency.
- Translate commercial needs into functional/technical requirements, incorporating AI capabilities (e.g., Copilot Studio, GitHub Copilot).
- Assist with backlog management/prioritization aligned to AI readiness and process improvement.
- Conduct impact assessments for system changes/releases across markets with AI integration.
- Support UAT, defect tracking, and validation of AI-enhanced functionality.
- Contribute to platform SOPs and capability documentation for AI adoption and DevOps best practices.
Agile Software & AI Delivery Support
- Facilitate agile ceremonies (stand-ups, sprint planning, refinement, reviews, retrospectives).
- Track actions, risks, dependencies, and blockers; escalate as appropriate.
- Ensure user stories are defined, prioritized, and ready for development.
- Coordinate across global business, IT, and vendors for AI readiness.
Operational Efficiency and DevOps Standards
- Collaborate with MSPs to align with service-level agreements.
- Drive DevOps standards/best practices for scalable CRM operations.
- Identify process and data management improvements to support AI readiness and governance.
Required Qualifications
- Bachelor’s degree in Business, IT, or related field.
- Strong organizational, communication, and analytical skills.
- CRM experience (preferably Veeva CRM) in a regulated environment.
- Familiarity with agile methodologies and tools.
- Interest in AI technologies for CRM/MDM processes.
Technical Skills Required
- Proficiency with AI tools such as Copilot Studio, GitHub Copilot, or similar.
- Knowledge of SDLC and ITSM processes with AI integration.
- Experience with backlog management and agile delivery tools.
Preferred Skills
- Hands-on AI implementation experience in CRM.
- Process improvement and data management expertise for AI readiness.
- Functional BA expertise in CRM.
- Agile/DevOps/ITIL certification.
Pay Range
- $104,000 - $156,000
- Support global commercial Field (Veeva CRM) platform delivery by integrating AI-driven solutions into CRM processes to enable scalability, operational efficiency, and improved demand management in a regulated, global environment.
- Optimize platforms, streamline governance, and improve team operations; ensure operational efficiency with MSPs and adherence to DevOps standards and best practices.
Key Responsibilities
Business Analysis
- Gather/analyze/document requirements, user stories, process maps, and acceptance criteria for Veeva CRM enhancements and AI projects.
- Define and deliver AI solutions within SDLC and ITSM to improve scalability and operational efficiency.
- Translate commercial needs into functional/technical requirements, incorporating AI capabilities (e.g., Copilot Studio, GitHub Copilot).
- Assist with backlog management/prioritization aligned to AI readiness and process improvement.
- Conduct impact assessments for system changes/releases across markets with AI integration.
- Support UAT, defect tracking, and validation of AI-enhanced functionality.
- Contribute to platform SOPs and capability documentation for AI adoption and DevOps best practices.
Agile Software & AI Delivery Support
- Facilitate agile ceremonies (stand-ups, sprint planning, refinement, reviews, retrospectives).
- Track actions, risks, dependencies, and blockers; escalate as appropriate.
- Ensure user stories are defined, prioritized, and ready for development.
- Coordinate across global business, IT, and vendors for AI readiness.
Operational Efficiency and DevOps Standards
- Collaborate with MSPs to align with service-level agreements.
- Drive DevOps standards/best practices for scalable CRM operations.
- Identify process and data management improvements to support AI readiness and governance.
Required Qualifications
- Bachelor’s degree in Business, IT, or related field.
- Strong organizational, communication, and analytical skills.
- CRM experience (preferably Veeva CRM) in a regulated environment.
- Familiarity with agile methodologies and tools.
- Interest in AI technologies for CRM/MDM processes.
Technical Skills Required
- Proficiency with AI tools such as Copilot Studio, GitHub Copilot, or similar.
- Knowledge of SDLC and ITSM processes with AI integration.
- Experience with backlog management and agile delivery tools.
Preferred Skills
- Hands-on AI implementation experience in CRM.
- Process improvement and data management expertise for AI readiness.
- Functional BA expertise in CRM.
- Agile/DevOps/ITIL certification.
Pay Range
- $104,000 - $156,000