Senior Analyst, CRM Operations (AI)

TL;DR

Senior Analyst, CRM Operations (AI): Supporting global commercial Veeva CRM platform delivery by translating business requirements into scalable CRM enhancements and AI-driven solutions with an accent on process optimization, governance, and operational efficiency. Focus on integrating AI into SDLC and ITSM workflows, coordinating agile delivery, and maintaining reliable CRM operations across regulated markets and managed service providers.

Location: Boston, MA; hybrid work remotely up to two days per week or on-site five days per week

Salary: $104,000–$156,000 base salary annually, plus potential bonus and equity awards.

Company

Vertex is a global biotechnology company focused on scientific innovation.

What you will do

• Gather and document business requirements, user stories, process maps, and acceptance criteria for Veeva CRM enhancements and AI-driven initiatives.
• Translate commercial business needs into functional and technical requirements, incorporating tools such as Copilot Studio and GitHub Copilot.
• Support backlog prioritization, impact assessments, user acceptance testing, defect tracking, and validation across markets.
• Facilitate agile ceremonies and track sprint goals, actions, risks, dependencies, and blockers.
• Coordinate delivery across global business, IT, and vendor teams, including managed service providers.
• Promote process improvement, data management, DevOps standards, SOPs, and governance for scalable CRM operations.

Requirements

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

Nice to have

• Hands-on experience implementing AI in CRM systems.
• Process improvement and data management experience supporting AI readiness.
• Functional business analysis expertise in CRM portfolio environments.
• Agile, DevOps, or ITIL certification.

Culture & Benefits

• Hybrid or on-site work options under the Flex @ Vertex program.
• Medical, dental, and vision benefits.
• Generous paid time off, including summer and winter company shutdowns.
• Educational assistance, including student loan repayment programs.
• Commuting subsidy, matching charitable donations, and 401(k).
• Annual bonus and equity award eligibility for eligible roles.