IT Patient Services Solution Expert

Work Your Magic with us! Start your next chapter and join EMD Serono.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.

Your Role

EMD Serono in Boston, MA, is hiring an IT Solution Expert. This role is vital in maintaining the alignment of Patient Support Services with the evolving global business needs with a particular focus on SFDC. The scope includes, but is not limited to Patient Services, SFDC Service Cloud, SFDC Marketing Cloud, Reporting and CRM Analytics.

Responsibilities

• Develop solutions that proactively capture future business needs by actively engaging with stakeholders
• Engage with external communities and external vendors to benchmark Patient Services platform against our Bio/pharmaceutical peers and provide recommendations to be adopted within the release cycles
• Participate in the development of tactical planning to achieve these goals, build consensus within the organization to support these plans, and ensure their implementation
• Lead Development Effort - Responsible for business processes by directing the development, implementation, and maintenance of business unit specific applications and systems
• Determine business systems functional plans, estimate costs, and ensure projects meet needs on time and on budget
• Provide guidance on IT matters to the various work streams i.e., SDLC, Development best practice, testing methodologies and project management
• Direct and guide local and regional teams consisting of internal and external resources
• Interface with various business partners / sponsor / system owners, in order to gain an alignment / understanding of business needs, ensuring technical resources and solutions are satisfying current and future business requirements
• Interface with vendors and internal IT staff to ensure that all Patient Services related deliverables are provided on time, with quality and at cost
  
  

Who You Are

Minimum Qualifications:

• Bachelor’s degree in Computer Science
• ­­­­1 years of experience in SalesForce, Service Cloud and/or Marketing Cloud
  
  

Preferred Qualifications

• 3 years of experience with Call Center and CRM systems (SFDC and other SaaS based solutions)
• 3 years of experience supporting, consulting, or working in the business area, preferably in the Pharmaceutical, Bio-tech, or Medical Products industry
• 3 years of experience with leading business workshops, mapping business processes and data flows
• Excellent verbal and written communication
• Ability to collaborate, partner effectively with others to get work done
• Ability to motivate and influence others without having direct control
• Customer service orientation
• Superior analytical ability
• Highly organized
• High level thinker but also detail oriented
  
  

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!

If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.emdgroup.com/en/company/press-positions.html