AbbVie

Senior Analyst, Innovation Strategy -Customer Operations

AbbVie$90K — $120K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years as Business/Systems Analyst with 2+ years of Salesforce experience
  • Proven experience preparing and maintaining diverse technical and business documentation
  • Strong understanding of enterprise systems and agile methodologies
  • Experience collaborating with software development teams
  • Proficiency in translating business concepts into technical documentation
  • Strong analytical skills with a focus on process improvement
  • Familiarity with API concepts and system integrations

Responsibilities

  • Act as primary liaison between project specialists and Business Technology teams
  • Translate business requirements into detailed technical specifications and user stories
  • Proactively identify and clarify technical ambiguities before reaching development
  • Leverage Salesforce expertise to design solutions
  • Participate in Scrum/Kanban ceremonies and backlog prioritization
  • Analyze enhancement implementation workflows to identify process improvements
  • Coordinate User Acceptance Testing with comprehensive test scenarios

Benefits

  • Comprehensive benefits package including paid time off, medical/dental/vision insurance, and 401(k)
  • Eligibility for short-term incentive programs
  • Opportunities for professional development and knowledge sharing
  • Supportive work environment fostering collaboration and continuous improvement
Full Job Description
Job Description

We're seeking a technically-savvy Business Analyst to bridge the gap between our Customer Operations project specialists and Business Technology development teams. You'll be the 'technical translator' who speaks both business and developer language fluently, reducing clarification cycles and accelerating our call center system enhancements. As our team's technical capabilities mature, this role will evolve from requirements translation into strategic analysis-evaluating implementation processes, analyzing system performance (e.g. Salesforce case management, chat/SMS adoption), and assessing emerging technologies-particularly AI solutions-to drive continuous improvement across our call center operations.

Key Responsibilities

Technical Bridge:
  • Act as primary liaison between project specialists and Business Technology teams
  • Translate business requirements into detailed technical specifications and user stories with clear acceptance criteria
  • Proactively identify and clarify technical ambiguities before they reach development
  • Leverage Salesforce expertise (custom objects, validation rules, flows, reporting) to design solutions
  • Participate in Scrum/Kanban ceremonies (sprint planning, refinement, stand-ups) and backlog prioritization
  • Facilitate workshops to align business and technology objectives

Strategic Analysis:
  • Analyze enhancement implementation workflows and metrics (cycle time, clarification requests, rework rates) to identify process improvements
  • Monitor and evaluate Salesforce case management, chat/SMS adoption trends, and agent experience data
  • Conduct feasibility assessments, impact analysis, and gap analysis for system improvements
  • Perform comparative analysis of emerging technology solutions, particularly AI capabilities
  • Conduct pre- and post-go-live data analysis to evaluate system change effectiveness

Quality & Enablement:
  • Coordinate User Acceptance Testing with comprehensive test scenarios
  • Develop technical documentation, templates, and training materials to upskill team members
  • Lead knowledge-sharing sessions to build team technical fluency


Qualifications

Required Qualifications
  • 5+ years as Business/Systems Analyst with 2+ years of Salesforce experience
  • Proven experience in preparing and maintaining a comprehensive range of technical and business documentation, including but not limited to:
    • Functional, Business, and System Requirements
    • Use Case Specifications
    • Data Models
    • User Stories
    • Requirements Traceability Matrices
    • Process maps, adapted to various methodologies (such as Agile or Waterfall) and organizational standards
  • Strong understanding of enterprise systems, development processes, and agile methodologies
  • Experience working closely with software development teams
  • Proficiency in translating business concepts into technical documentation
  • Analytical skills with process improvement experience
  • Experience with data analysis/visualization tools and presenting insights
  • Familiarity with API concepts, data models, and system integrations
  • Comfortable with technical tools (Jira, Confluence, etc.)
  • Excellent communication and collaboration skills across cross-functional teams
  • Track record of knowledge transfer and enabling non-technical stakeholders

Preferred Qualifications
  • Bachelor's degree in applicable field of study preferred
  • Salesforce certifications (Admin, Business Analyst, or related)
  • Contact center/customer service systems experience
  • Experience with AI/emerging technology implementation or evaluation

Success Metrics
  • Reduced requirement clarification cycles and faster sprint velocity
  • Decreased post-implementation rework
  • Higher developer and project specialist satisfaction
  • Actionable insights driving system optimization
  • Measurable improvement in team technical fluency


Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
  • The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this roleat the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on manyfactors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
  • We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
  • This job is eligible to participate in our short-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount isearned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that areallocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolutediscretion, consistent with applicable law.

About AbbVie

AbbVie develops pharmaceuticals and medical devices. They provide products and services to therapeutic areas including immunology, oncology, neuroscience, eye care, virology, women's health, and gastroenterology.

AbbVie Careers

Joining AbbVie means becoming part of a global team dedicated to making a remarkable impact on patients' lives. At AbbVie, our employees are united in the pursuit of groundbreaking innovation and are committed to transforming the future of healthcare with leading-edge science.

Work You’ll Do

At AbbVie, you’ll collaborate with some of the brightest minds in the industry to solve challenging problems that have a high impact on society. Our culture fosters growth and embraces leadership and diversity training, ensuring that every team member can thrive.

Explore Job Opportunities

AbbVie offers a wide range of job opportunities and career paths, providing a platform where professionals can propel their careers forward. From research and development to marketing and sales, the potential to make a significant impact is limitless.

Internship Programs

Kickstart your career with an AbbVie internship. Our programs provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at AbbVie are considered integral members of the team and are given tasks that are both challenging and rewarding.

Professional Growth and Development

We believe in nurturing our team's professional growth through comprehensive training programs, leadership development opportunities, and continuous learning. Our commitment to your career growth is reflected in our robust offerings that enhance your skills and knowledge.

Benefits and Culture

AbbVie is dedicated to supporting our employees' well-being both inside and outside of work. Our benefits package includes health, financial, and social benefits that are designed to support the diverse needs of our employees. Our inclusive culture encourages collaboration and innovation, fostering a workplace where all can excel.

Hiring Process

Our hiring process is designed to ensure a match that will be beneficial both for the company and for your career aspirations. From resume submission to interview, each step is an opportunity to showcase your skills and fit with the AbbVie team.

Networking and Career Advancement

At AbbVie, networking doesn’t just enhance your career; it propels it. We encourage our employees to engage internally and externally to build relationships that foster personal and professional growth.

Join Our Team

Search open positions that match your skills and interests. We are looking for passionate, curious, and innovative team players who are ready to make a difference.

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Explore AbbVie Jobs

Whether you’re seeking to advance your career in a dynamic and empowering environment, or looking for a place where you can innovate, lead, and contribute to something bigger, AbbVie is the place for you. Join us in our mission to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow.
Learn more about AbbVie
Size
50,000 employees
Market Cap
$288.5 billion
Industry
Net Income
$4.6 billion
Founded
2013
5 Year Trend
+17%
Revenue
$45.8 billion
NASDAQ

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