CRM Operations Analyst

The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

Bengaluru, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement. 

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

The Opportunity

As a Veeva and Salesforce Operations Analyst you will be responsible forsupport and maintenance of CRM products. You will support end-user requests, troubleshoot and maintain the platform, deploy patches and develop small enhancements. You will support the product development to ensure the platform stability, maintainability, security and performance. You will contribute todevelopment of a cutting-edge platform that empowers our organization's digital capabilities for Patients and Healthcare Professionals.

Responsibilities

• Work with end-user requests – capture, analyse, deliver and communicate with the customers

• Troubleshoot platform incidents and problems

• Document changes according to Takeda procedures

• Following Veeva CRM and Salesforce best-practices monitor the platform and take corrective actions when the observed metrics are outside the normal range

• Develop, unit-test, integration-test and deploy small enhancements. Collaborate with product team  to craft clear user stories, design tests , and continuously deliver product enhancements. Document every aspect of the enhancement as reference for future maintenance and upgrades.

• Use agile engineering practices and various software development technologies in the Veeva CRM environment to rapidly develop creative and efficient solutions that enhance the customer and employee experience.

• Suggest non-functional improvements to the CRM products to the product team and collaborate with the product team on defining non-functional capabilities of the product

• Deploy vendor patches and hotfixes, ensure proper testing of them in the non-production environment.

• Suggest ideas for continuous improvement and work with the team on their implementation

• Second Shift: Scheduled working hours 3 PM – 12 AM IST schedule.
  • Major Incident Availability: means employees are available to be on-call for emergencies without a fixed schedule. Availability
  also applies to the launch of new developments, applications, etc. that require delivery on time.
  Why and What is the difference between shift work and availability for major incidents

• Company-Provided transport: Available for all employees at scheduled times for a
  smooth commute from home to office and vice-versa.
  • Final departure timing: To ensure everyone's safety, the last transport leaves at a
  fixed time which is notified to all employees working the 2nd shift.
  • Security escort for drop-off: after their shift, female employees will be escorted by
  security to their designated drop point of the employee's choice to ensure safety.
  • Security inside the premises will be provided during the 2nd shift.
  • All employees will be informed and trained on the BCIT security protocols.

•  Shift hours: Monday to Friday, 3:00 PM – 12:00 AM IST - (4:30 AM – 1:30 PM EST).
  • Shift duration: 9 hours, including a dinner and snack break. Note that we’ll be providing meals
  and snacks.
  • On-site presence: All employees on 2nd shift, are expected to attend a minimum of 12 days per
  month of in-office presence on set days notified in advance by management. This approach
  ensures collaboration and engagement and allows ICC to put make necessary arrangements for
  the shift.
  • A manager will be responsible for overseeing the second shift roles. To ensure support and
  oversight, we will be present in the office to handle any escalations or issues and to track
  working hours effectively.
  • End of shift: Employees are expected to finish their work within their shift hours. Any special
  request must be aligned and approved by line manager and HR team.
  • A daily shift allowance will be paid for the selected roles.

Skills and Qualifications

• Bachelor’s degree in computer science, systems analysis, product management or a related study, or equivalent experience.  

• 1+ years of experience operating software focused on Veeva CRM with orientation towards or aptitude to learn Salesforce-based technologies.

• Experience with IT Service Management framework, and tools like ServiceNow

• Familiarity with Jira tools is a plus

• Development experience on Veeva CRM or Salesforce platform is a must

• Ability to continuously enhance own skills.

• Ability to write and speak in the English language.

WHAT TAKEDA ICC INDIA CAN OFFER YOU:

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people.
• At Takeda, you take the lead on building and shaping your own career.
• Joining the ICC in Bengaluru will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.

BENEFITS:

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:

• Competitive Salary + Performance Annual Bonus
• Flexible work environment, including hybrid working
• Comprehensive Healthcare Insurance Plans for self, spouse, and children
• Group Term Life Insurance and Group Accident Insurance programs
• Health & Wellness programs including annual health screening, weekly health sessions for employees.
• Employee Assistance Program
• 5 days of leave every year for Voluntary Service in additional to Humanitarian Leaves
• Broad Variety of learning platforms 
• Diversity, Equity, and Inclusion Programs
• No Meeting Days
• Reimbursements – Home Internet & Mobile Phone
• Employee Referral Program
• Leaves – Paternity Leave (4 Weeks), Maternity Leave (up to 26 weeks), Bereavement Leave (5 days)
• Company-Provided Transport: Available at scheduled times for 2nd shift employees for a smooth commute to office and back home
• Security Escort for Drop-Off: Female employees receive a security escort to their designated drop-off point after the shift for safety
• Shift Allowance: Additional shift allowance will be provided for hours worked outside regular working hours
• Food/Meal: Meal will be provided for the 2nd shift employees

ABOUT ICC IN TAKEDA:

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day.
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.