CRM Support & Data Operations Analyst

You will support end users with CRM/Master Data and ensure master data and reference data availability for daily commercial operations and business initiatives for the supported affiliates including but not limited to processing requests, data quality, ensuring alignment of data among tools, business users support, testing.

This role is in hybrid work model. Please note that this role requires a candidate to be a holder of work permit & residency in Poland.

What you will do

• coordinate within the team the daily processing of healthcare related Data Change Requests coming from different sources (identification and solving complex issues, preparation and deliver bulk updates, monitor auto-rejected DCRs)
• coordinate the effort to get the primary affiliation flag in place. Analyze healthcare related data by finding the applicable pairs of respective records and run match and merge process for them.
• design and deliver data quality reporting for the affiliate in healthcare master data and reference data area (periodic DQ checks, provide insight into data quality issues, ensure data alignment between Open Data, MDM and CRM systems and other applicable systems and apps.
• provide expertise and coordinate delivery of the tasks to Business Stakeholders regarding master data, reference data, their presence and usage in CRM system
• coordinate the testing, adoption and roll-out of new systems/system releases. Develop and analyze error reports and data for the purpose of testing, integrating, and connecting new systems/system releases. Transfer knowledge and carry out new system/system release trainings including reporting, reviewing and taking actions to solve the issues, identifying training needs, etc. for rejected and auto-rejected DCRs.
• propose and socialize requirements to governance processes. Develop and implement data policies and procedures. Act as gatekeeper for local healthcare master data governance process. Ensure that the Customer Master Data Management policies and procedures are implemented and complied with.
• act as a contact person for CRM users, taking requests, analyzing and escalating to the support team
• provide expertise with support business users with CRM and help them solve basic issues with the CRM and Data.

Requirements

Who You Are

You are a customer master data analyst with a technical focus. You work with CRM software and interact with the business. With a SSC/BPO experience you know the master data processes and CRM systems. You are used to support business users with complex issues, data related topics and advanced reporting. You are used to testing/developing systems, roll outs and transferring knowledge among the team.

Required skills

• Master’s Degree (or equivalent)
• Minimum 4-year proven track record in data analysis or data management related function with a strong focus on data quality.
• English and German languages on proficient level
• Very good knowledge of data management, data governance, data structures, data analysis.
• Strong knowledge of multiple data management and/or processing tools.
• Understanding of CRM system, Business Intelligence concept and solutions.
• CRM, MDM tools knowledge