Salesforce Service Cloud Product Analyst - NO 3rd Party Candidates

At EVERSANA, we are proud to be a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 6,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to the market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA. Must be local to the Boston, MA office and able to go into the office 3 days/week. Description We are seeking a highly motivated Product Analyst to join our team. This role will serve as a bridge between business stakeholders and IT development teams, ensuring that complaint handling processes and systems are optimized to meet business needs and regulatory requirements. Role Summary:  Supporting role for the Product Owner to support business analysis, translate business needs and requirements into user stories for the product backlog for the Salesforce CRM system used by the Commercial organization. The ideal candidate is someone who has extensive experience working with Salesforce along with working in the MedTech space. Responsibilities Partner with business stakeholders to identify, capture, and document business requirements for customer handling processes. Develop artifacts such as workflow diagrams, business process maps, use cases, and other documentation to support requirement clarity and alignment. Collaborate with IT development teams to translate business requirements into technical solutions, ensuring successful delivery of complaint handling capabilities. Support testing, validation, and deployment activities to confirm delivered solutions meet defined requirements and business objectives. Continuously assess and recommend improvements to complaint handling processes and systems. Understand user needs and translate them into detailed requirements for the build team Build use cases, writes, manages and clarifies user stories, visualization, and process flows. Explain how requirements may be implemented from a functional standpoint and drive/improve user experience. Stay 2-3 sprints ahead of squad and ensures each feature has a clear definition of done; ensures each feature level deliverable is aligned to a definition of readiness to enter sprint. Communicate vision to developers and testers. May help write UAT scripts and participate in User Acceptance Testing as needed. Document confirmed business processes to serve as reference for development and IT support. Apply business process improvement methods for optimization. In partnership with the PO, maintain deep understanding of the business processes and requirements to ensure that the squad’s backlog priorities are aligned with business / Group needs. Track metrics and build reports to measure progress. Help manage dependencies with other squads’, working closely with squad PO, peer PAs and the Product Manager Understands portfolio of IT systems that the business uses; may specialize in specific applications Support and/or facilitate system demos via inspect and adapt workshops as needed. General Domain Expertise Proven knowledge and understanding of Salesforce Service Cloud, standard practices, technology and supporting industry principles Experience gathering requirements and translating into a product vision by leveraging their expertise in product development, engineering and UX Deep understanding of business/processes and high-level understanding of high-quality digital product delivery Experienced in managing a product backlog/release plan, tracking team level metrics, attend product team ceremonies, removing blockers (burndown chart, release burn up, Experienced in developing systems and tools to enable customer interactions and collaboration Salesforce Experience Experience in Salesforce configuration and understanding of configuration limits Ability to high-level conceptual solution design and estimate T-Shirt Size effort with little business requirements on-the-spot when in conversations with business stakeholders Ability to manage expectations upfront with business partners based on experience of capabilities and limitations of Salesforce code and configuration. Qualifications: Experience in business analysis, product analysis, or a related role, ideally within complaint handling or regulated environments (e.g., medical device, pharma, healthcare). Experience in Computer System Quality & Validation Strong skills in requirements gathering, process mapping, and documentation. Ability to effectively collaborate with both business and technical stakeholders. Excellent communication and problem-solving skills. Leadership skills and behaviors Creates a culture that relentlessly focuses on helping the people and organizations we touch. Equipped with foundational knowledge and methods to identify, engage, and build empathy with their customers, and apply these methods to their daily work Focuses on Business agility, Agile delivery with a fail-fast mind