Salesforce Service Cloud Product Analyst

Responsibilities

• Partner with business stakeholders to identify, capture, and document requirements for customer handling processes.
• Translate business needs into technical user stories, managing the product backlog for the Salesforce CRM system.
• Develop workflow diagrams, business process maps, and use cases to ensure requirement clarity.
• Collaborate with IT development teams to ensure successful delivery of complaint handling capabilities.
• Support testing, validation, and deployment activities, including writing UAT scripts and participating in User Acceptance Testing.
• Maintain a deep understanding of business processes to ensure squad backlog priorities align with organizational needs.
• Stay 2-3 sprints ahead of the squad to ensure features meet the definition of done and readiness standards.

Requirements

• 8+ years of professional experience in business analysis, product analysis, or a related role.
• Proven expertise in Salesforce Service Cloud, including configuration and understanding of platform limits.
• Extensive experience in the MedTech, pharma, or a highly regulated healthcare environment.
• Strong knowledge of Computer System Quality & Validation (CSV).
• Proficiency in requirements gathering, process mapping, and Agile/Scrum methodologies.
• Bachelor's degree in Business or a related field.
• Ability to work in a hybrid capacity, local to the Boston, MA office (3 days/week in-office).

Preferred Qualifications

• Experience specifically within complaint handling processes.
• Strong ability to perform high-level conceptual solution design and effort estimation.
• Experience managing dependencies across multiple product squads.

About the Company

EVERSANA is a global life sciences commercialization services company. With a team of over 6,000 employees, we serve more than 650 clients, ranging from biotech start-ups to established pharmaceutical companies. Our mission is to create a healthier world by delivering next-generation services that help bring innovative therapies to market and support the patients who depend on them.