IT Senior Business Analyst

The Senior Analyst will collaborate with Scientific Affairs business partner to ensure seamless operations, integration and improvement of technology applications, to support key business capabilities such as Medical inquiries, Adverse events, Product quality complaints, etc. Individual in this role will work with multi-functional teams to streamline workflow and optimize business capabilities to increase overall adoption. The analyst will find opportunities to automate and bring efficiencies and will ensure all applications are following compliance guidelines. The candidate will also understand operational business challenges and translate them into technical requirements, support implementation of technical resolutions and ensure timely delivery of technical services by collaborating closely with technology delivery vendors. The analyst will also gather business requirements, maintain detailed documentation of workflows, system configurations and training guides as needed. With a global mindset, this role will be responsible for leading and conducting business demand/process analysis, contribute to shaping of agile user stories with well-defined acceptance criteria, and working towards an agreeable, improved solution in partnership with Business and Technology owners. Join us in crafting the future of Global Medical Affairs through innovative technology solutions! If you are passionate about using technology to drive business success and thrive in a dynamic, collaborative environment, we encourage you to apply for this exciting opportunity! Responsibilities Be a technology partner, working with business team and regional IT partners to identify unmet needs, propose IT solutions, and assist in the development of cases and demand backlogs. Support the functional/technical discovery process for medical information Contact Center platform and build process flow diagrams and conduct gap analysis to support decision making Assist with requirements gathering and business analysis, map out business process, collect business requirements and specifications (story boards, use cases) Assist with communication by being the liaison between product management, IT and Contact center teams, to ensure alignment on requirements. As required generate reports and dashboards to analyze contact center performance and usage trends. Assist in crafting SDLC documentation such as Compliance Analysis, Compliance plan for new tools or system updates. Serve as the first point of contact for operational issues with existing contact center solutions and work with the product teams, product developers and vendors to resolve issues. Cultivate and maintain positive relationships with internal customers, external vendors and technology partners. Stay informed about industry trends, new technologies and standard processes in the pharmaceutical industry. Promote an inclusive environment that aligns with company’s credo and commitment to equal employment opportunities, valuing a diverse workforce, embedding Johnson & Johnson’s Credo and leadership imperatives. Qualifications Required Bachelor’s degree or equivalent A minimum of 2-3 years of relevant IT and business experience Analytical and problem-solving skills with an ability to analyze processes, systems and data to identify inefficiencies and recommend solutions. Excellent verbal/written communication and influencing skills to work closely with Stakeholders, Technology Services and Development teams. Basic understanding of Agile frameworks, including scrum, to participate in ceremonies like sprint planning and retrospectives. Strong organizational skills to handle multiple projects, requirements, and business partner inputs simultaneously. Ability to track defects and ensure issues are resolved within the required timelines. Ability to think creatively about where business initiatives drive technology evolution and to break-down processes and reinvent enabling technology capabilities with business partners Self-starter with collaboration abilities and abilities to shape/handle complexity A proactive and innovative approach, with an aim to stay abreast of industry trends and emerging technologies. A proven track record of successfully collaborating across multiple functions and working efficiently with relevant team. A strong results orientation, effective goal setting, and the ability to complete tasks promptly are importa Preferred Awareness of basic contact center operations, including critical metrics like average handling time, first call resolution, and customer satisfaction scores. Strong focus on understanding and addressing the needs of contact center agents and end-users. Familiarity with contact center systems such as CRM platforms (e.g., Salesforce) and telephony tools (e.g., Genesys) Experience with Digital Technologies/Omni Channel platforms, Genesys Cloud, Salesforce CRM, Salesforce Service Cloud and related platforms is a strong plus Knowledge or Certification in Agile methodology

Salary : $77,000 - $124,000