Business Analyst

2 weeks ago

Irvine, CA, United States TechnoGen Full time
Hi,

Job Title: Business Analyst - Life Sciences (Salesforce Service Cloud)

Location: Irwindale, CA 91706 - Onsite (Need locals)

Long Term Contract

Experience : 9+ Years

Position Overview:

We are seeking a Business Analyst (BA) with strong expertise in Salesforce Service Cloud and deep knowledge of Life Sciences business processes. The successful candidate will serve as a liaison between business stakeholders and technology teams to ensure that patient support services, case management, field service, and call center operations are effectively enabled and optimized on the Salesforce Service Cloud platform.

This role is pivotal in helping pharmaceutical, biotech, and med-tech organizations deliver compliant, patient-centric, and efficient service experiences.

Key Responsibilities:

Requirements Gathering & Analysis
  • Partner with stakeholders in Patient Services, Medical Information, Market Access, Pharmacovigilance, and Customer Support to capture requirements.
  • Develop user stories, workflows, and acceptance criteria aligned to Salesforce Service Cloud capabilities.
  • Conduct gap analysis between current service operations and Salesforce best practices.
Salesforce Service Cloud Focus
  • Configure and support Service Cloud modules, including:
    • Case Management (patient inquiries, product complaints, adverse event reporting)
    • Omni-Channel & CTI (call center, digital channels, chatbot/AI)
    • Knowledge Base (FAQs, product information, medical literature)
    • Service Console for agent productivity
    • Field Service (where applicable) for device servicing or sample logistics
  • Collaborate with Architects and Developers to ensure requirements are translated into scalable Salesforce Service Cloud solutions.
Life Sciences & Compliance Alignment
  • Ensure all Service Cloud processes adhere to HIPAA, GDPR, FDA, EMA, and 21 CFR Part 11 regulatory requirements.
  • Map Service Cloud workflows to Pharmacovigilance case intake, Medical Information requests, Reimbursement hub services, and Patient Support programs.
  • Support audit-readiness by documenting compliance-critical processes.
Project Delivery & Change Management
  • Contribute to Agile ceremonies and act as Product Owner proxy when needed.
  • Facilitate User Acceptance Testing (UAT) and coordinate business sign-offs.
  • Prepare training content, SOPs, and knowledge transfer materials for end-users.
  • Act as a trusted advisor for continuous improvement of service processes.
Qualifications:
  • Bachelor's or Master's degree in Life Sciences, Business Administration, or related field.
  • 5+ years' experience as a Business Analyst, preferably in the Life Sciences industry.
  • 3+ years hands-on experience with Salesforce Service Cloud.
  • Knowledge of Patient Support Programs, Medical Information, Pharmacovigilance, or Market Access operations.
  • Familiarity with integrations between Salesforce and ERP, CRM, Safety, or Marketing systems.
  • Strong documentation, stakeholder management, and facilitation skills.
Preferred Skills:
  • Salesforce certifications (Service Cloud Consultant, Business Analyst, or Administrator).
  • Experience with AI/Chatbots, Knowledge Management, or Omni-Channel solutions.
  • Exposure to Field Service for med-tech device servicing.
  • Background in pharma/biotech call center operations.


Thanks and Regards

Pavan Teja
Talent Workforce Specialist
Phone: 571-351-1193
Email: Web: www.technogeninc.com
4229 Lafayette Center Dr, Suite 1880, Chantilly, VA 20151

  • Salesforce Business Analyst

    7 days ago

    Irvine, CA, United States ClifyX Full time

    Qualifications: Bachelor's degree in Business Administration, Information Technology, or a related field. 5+ years of experience as a Business Analyst, with at least 3 years focused on Salesforce. Strong knowledge of Salesforce functionalities, including Sales Cloud, Service Cloud, and custom applications. Proficiency in creating detailed user stories,...

  • Salesforce Business Analyst

    5 days ago

    Irvine, CA, United States ClifyX Full time

    Qualifications: Bachelor's degree in Business Administration, Information Technology, or a related field. 5+ years of experience as a Business Analyst, with at least 3 years focused on Salesforce. Strong knowledge of Salesforce functionalities, including Sales Cloud, Service Cloud, and custom applications. Proficiency in creating detailed user stories,...

  • Salesforce Business Analyst

    7 days ago

    Irvine, CA, United States ClifyX Full time

    Qualifications: Bachelor's degree in Business Administration, Information Technology, or a related field. 5+ years of experience as a Business Analyst, with at least 3 years focused on Salesforce. Strong knowledge of Salesforce functionalities, including Sales Cloud, Service Cloud, and custom applications. Proficiency in creating detailed user stories,...

  • Salesforce Business Analyst

    3 days ago

    Irvine, CA, United States ClifyX Full time

    Qualifications: Bachelor's degree in Business Administration, Information Technology, or a related field. 5+ years of experience as a Business Analyst, with at least 3 years focused on Salesforce. Strong knowledge of Salesforce functionalities, including Sales Cloud, Service Cloud, and custom applications. Proficiency in creating detailed user stories,...

  • Business Systems Analyst

    7 days ago

    Irvine, CA, United States Kaav Inc. Full time

    Business Systems Analyst The associate in this role will use his/her skills to design, develop and maintain various reports that are in PowerBI, SSRS. The associate will also execute unit tests and work with the team on integrated testing work individually or as part of a team. The associate will also lead an initiative to convert existing legacy reports...

  • Business Systems Analyst

    2 weeks ago

    Irvine, CA, United States Kaav Inc. Full time

    Business Systems Analyst The associate in this role will use his/her skills to design, develop and maintain various reports that are in PowerBI, SSRS. The associate will also execute unit tests and work with the team on integrated testing work individually or as part of a team. The associate will also lead an initiative to convert existing legacy reports...

  • Business Systems Analyst

    3 days ago

    Irvine, CA, United States Kaav Inc. Full time

    Business Systems Analyst The associate in this role will use his/her skills to design, develop and maintain various reports that are in PowerBI, SSRS. The associate will also execute unit tests and work with the team on integrated testing work individually or as part of a team. The associate will also lead an initiative to convert existing legacy reports...

  • Business Analyst

    7 days ago

    Irvine, CA, United States KPMG Full time

    Responsibilities: • Acts as liaison between the business users and IT. • Makes recommendations to address specific business needs for IT-based solutions. • Collaborates with multiple cross-functional areas - externally and internally - in the implementation of system and business processes. • Defines system scopes and objectives, as well as the...

  • Business Analyst

    1 week ago

    Irvine, CA, United States KPMG Full time

    Responsibilities: • Acts as liaison between the business users and IT. • Makes recommendations to address specific business needs for IT-based solutions. • Collaborates with multiple cross-functional areas - externally and internally - in the implementation of system and business processes. • Defines system scopes and objectives, as well as the...

  • Business Analyst

    2 weeks ago

    Irvine, CA, United States KPMG Full time

    Responsibilities: • Acts as liaison between the business users and IT. • Makes recommendations to address specific business needs for IT-based solutions. • Collaborates with multiple cross-functional areas - externally and internally - in the implementation of system and business processes. • Defines system scopes and objectives, as well as the...