Key ResponsibilitiesCRM 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.
QualificationsEducation & Experience• Bachelor's 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 doesn't 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.
Compensation Overview:Princeton - NJ - US: $150,110 - $181,898
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 employee's 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 https://careers.bms.com/life-at-bms/.
Benefit 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.
On-site ProtocolBMS 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.
