Sales Systems Operations Lead

Working with Us
Challenging. Meaningful. Life-changing. Those arent words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here uniquely interesting work happens every day in every department. From optimizing a production line to the latest breakthroughs in cell therapy this is work that transforms the lives of patients and the careers of those who do it. Youll get the chance to grow and thrive through opportunities uncommon in scale and scope alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits services and programs that provide our employees with the resources to pursue their goals both at work and in their personal lives. Read more: Responsibilities

CRM Operations & Platform Administration

Own platform administration uptime performance and security posture for the CRM application stack (e.g. Veeva CRM Veeva Align Veeva Network Customer Master Vault PromoMats) and integrated systems.

Serve as Configuration Item (CI) Owner in ServiceNow across the CRM application portfolio; maintain accurate CMDB records ownership mapping and application dependency documentation.

Administer system configuration environment refreshes sandbox/production environment management and technical break-fix activities.

Triage prioritize and resolve incidents and service requests per ITIL-aligned incident and request management processes including root-cause analysis and problem management.

Administer Identity and Access Management (IAM) processes Identity Access Requests (IAR) and User Access Requests (UAR) including role-based access provisioning periodic access recertification and de-provisioning. Design and execute IT operations test plans (functional regression integration) for configuration changes patches and platform upgrades; maintain defect tracking and test documentation.

Monitor system logs access activity and application health; build dashboards and automated reporting to support proactive operations and security monitoring.

Author and maintain technical runbooks knowledge base articles and standard operating procedures for platform support teams and service desk tiers.

Identify and implement automation opportunities (workflow automation scripted reporting ServiceNow orchestration) to reduce manual operational overhead.

Launch Activities Coordination

Serve as the technical lead for product launch readiness within the CRM environment scoping system configuration data model and integration requirements.

Coordinate technical work streams for launch execution: data loads account/territory structure changes content activation and interface/API touchpoints with downstream systems.

Define and track technical readiness criteria environment checkpoints and cutover/go-live plans across day-zero through post-launch support windows.

Partner with development QA and integration teams to validate that launch-related builds meet functional performance and security requirements prior to deployment.

Conduct technical post-launch reviews capturing defects performance issues and configuration debt to feed into the release backlog.

Ensure launch-related system changes are documented and traceable in support of validation audit and regulatory compliance requirements (e.g. CSV/GxP where applicable).

Release Management

Own end-to-end release management for the CRM platform including release planning build coordination environment promotion and deployment scheduling.

Chair and prepare technical agendas for the Operational Change Board (OCB); represent U.S. release scope and risk in Global Change Board (GCB) governance forums.

Manage the change/demand pipeline across ServiceNow and Jira backlog grooming sprint/release alignment and traceability between demands change requests and deployed code.

Own the quarterly Release Summary and technical release notes documenting all configuration integration and UI changes deployed per cycle.

Enforce release governance controls: change risk assessment rollback/contingency planning deployment approvals and post-deployment validation (hypercare).

Coordinate user acceptance testing (UAT) IT operations testing and validation testing (ITVS) across release cycles ensuring sign-off before promotion to production.

Manage rapid-delivery (on-by-default) vendor enhancements and optional feature releases assessing technical impact and coordinating adoption.

License & Contract Management

Administer the software license lifecycle for CRM and related applications provisioning reclamation reallocation and deactivation based on system usage data.

Build and maintain license forecasting models and utilization dashboards to right-size capacity and support budget planning.

Conduct recurring technical license audits and access reviews to identify unused duplicate or non-compliant license assignments.

Own vendor and Service Order (SOW) contract administration for CRM platform vendors and third-party development/managed-services providers including SLA and deliverable tracking.

Manage vendor technical relationships (e.g. Veeva systems integrators) roadmap input defect escalation and contract renewal/procurement support.

Ensure license usage and vendor engagements remain compliant with software asset management (SAM) procurement and data governance policy.

Stakeholder & IT Leadership Engagement

Act as the primary technical liaison between U.S. business stakeholders and IT delivery translating business requirements into system design and technical specifications.

Maintain close working relationships with U.S. and international IT leaders (regional IT operations leads architecture security and global platform governance teams) to align on standards roadmap and release cadence.

Represent U.S. platform and technical priorities in cross-regional IT governance forums ensuring alignment with global CRM architecture principles.

Lead technical office hours and business operations forums to provide platform guidance triage issues in real time and gather requirements.

Escalate and drive resolution of complex cross-functional technical issues spanning business IT security and vendor teams.

Qualifications

Education & Experience

Bachelors degree in Computer Science Information Systems Information Technology or related technical field or equivalent professional experience.

5 years of experience in IT operations CRM/application administration or systems engineering ideally within a regulated life sciences IT environment.

Hands-on administration experience with Veeva CRM or comparable enterprise CRM/SaaS platforms including configuration security model and integration architecture.

Experience with ITSM tooling (ServiceNow) CMDB incident/problem/change management modules and Agile tracking tools (Jira Kanban).

Experience with release management CI/CD-aligned deployment processes and environment/release governance in a validated or regulated IT environment.

Experience administering software license management vendor SOWs/contracts and IT procurement processes. Technical Skills &

Competencies

Working knowledge of application architecture system integrations (APIs middleware data loads) and enterprise data models.

Proficiency with reporting/analytics tools (e.g. SQL Excel Power BI/Tableau) to analyze system usage license consumption and operational metrics.

Familiarity with ITIL practices (incident problem change and release management) and IT governance frameworks.

Understanding of computer system validation (CSV) GxP and data privacy/security requirements relevant to regulated commercial systems.

Strong technical troubleshooting and root-cause analysis skills across application integration and infrastructure layers.

Excellent cross-functional communication skills able to translate between business language and technical/architectural detail.

Comfortable operating across global matrixed IT organizations and time zones.

Key Working Relationships

U.S. Business Stakeholders: Sales operations marketing training and business unit leadership.

U.S. and International IT Leaders: Regional CRM/IT operations leads architecture and security teams and global platform governance bodies.

External Partners: CRM platform vendor(s) and third-party development/managed-services providers.

If you come across a role that intrigues you but doesnt perfectly line up with your resume we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job such as required skills where the job is performed the employees work schedule job-related knowledge and experience. Final individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits please visit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical pharmacy dental and vision care.

• Wellbeing Support: Programs such as BMS Well-Being Account BMS Living Life Better and Employee Assistance Programs (EAP).

• Financial Well-being and Protection: 401(k) plan short- and long-term disability life insurance accident insurance supplemental health insurance business travel protection personal liability protection identity theft benefit legal support and survivor support.

Work-life benefits include:

Paid Time Off

• US Exempt Employees: flexible time off (unlimited with manager approval 11 paid national holidays (not applicable to employees in Phoenix AZ Puerto Rico or Rayzebio employees)

• Phoenix AZ Puerto Rico and Rayzebio Exempt Non-Exempt Hourly Employees: 160 hours annual paid vacation for new hires with manager approval 11 national holidays and 3 optional holidays

Based on eligibility* additional time off for employees may include unlimited paid sick time up to 2 paid volunteer days per year summer hours flexibility leaves of absence for medical personal parental caregiver bereavement and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours depending on the nature of their work and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work Life-changing Careers
With a single vision as inspiring as Transforming patients lives through science every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture promoting global participation in clinical trials while our shared values of passion innovation urgency accountability inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential site-by-design field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles onsite presence is considered an essential job function and is critical to collaboration innovation productivity and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application or in any part of the recruitment process direct your inquiries to . Visit to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position please visit this page for important additional information: Protection

We will never request payments financial information or social security numbers during our application or recruitment process. Learn more about protecting yourself at data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way please contact BMS at . Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.