Business Analyst, Field Excellence – CRM

Career Category

Job Description

What you will do

Role Overview

The Business Analyst, Field Excellence - CRM is a global role within GCCI, contributing directly to the Field Excellence strategy for the JAPAC region. You will play a key role in delivering high-quality CRM support, optimizing and standardizing processes, and driving operational excellence across multiple markets. Someone curious, analytical, collaborative, and unafraid to challenge the status quo. We value people who think critically, explore new ideas, and see “problems” as opportunities to learn, evolve, and create better solutions.

In this role, you will:

• Help define and embed best-in-class CRM and Field Excellence standards
• Drive problem-solving through root cause analysis and sustainable solutions
• Support affiliates/ markets by providing high-quality CRM assistance for complex issues
• Partner directly with business stakeholders to understand business needs, clarify problem statements, and support effective solutioning.
• Collaborate across business, technical, and operations teams to ensure alignment, timely execution, and successful delivery of business outcomes.
• Use automation and AI-enabled tools to enhance efficiency and scalability
• Continuously refine support models using data insights and performance metrics
• Work closely with first-line support, DTI/Technology, and external vendors
• Contribute to documentation, training, and adoption of new capabilities
• Engage actively in the global Field Excellence community within GCCI

This is a role for someone who enjoys understanding how things work, identifying opportunities to improve them, and helping teams adopt better and smarter ways of working.

WIN

What we expect of you

We value diversity of thinking, curiosity, and people who are energized by learning and improving. The professional we seek is a strong communicator, critical thinker, creative problem-solver and proactive team player who thrives in global environments.

Basic Qualifications:

• Bachelor’s degree in Business, Information Technology, Computer Science, Life Sciences, or related field.
• Minimum of 5 years of experience in Pharma, Business Analysis, CRM, Field Excellence, or similar roles.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to work effectively across global and virtual teams.
• High degree of initiative, ownership, and self-motivation.
• Strong attention to detail when managing business data, templates, documentation, configuration requests, and related quality-control activities.
• Strong technical affinity and a commitment to continuous learning.
• Passion for continuous improvement and process optimization.
• Fluency in English (spoken and written).
• Effective communication skills suitable for stakeholder-facing work.
• Proven experience to translate business needs into functional and technical requirements.
• Strong knowledge of MS Office tools (PPT, Excel)

Preferred Qualifications:

• Experience in the pharmaceutical or life sciences industry and Pharma processes.
• Hands-on experience with Veeva CRM and/or Salesforce CRM.
• Hold active CRM, Salesforce, or Veeva certifications.
• Prior experience in client-facing and operational support role as a Business Analysis/ Business Operations/ Product Operations, Business Enablement roles.
• Working knowledge of SQL or data analysis tools.
• Strong continuous improvement and process optimization mindset.

THRIVE

What you can expect of us

• A supportive and inclusive team where your ideas matter.
• Opportunities to grow through learning, global collaboration, and new challenges.
• A culture that encourages curiosity, innovation, and continuous improvement.
• Flexibility, trust, and autonomy to do your best work.
• A motivating environment where challenges are seen as opportunities to learn and improve.

• Vast opportunities to learn, develop, and move up and across our global organization. Generous
• Amgen Total Rewards Plan comprising healthcare, finance, wealth and career benefits.
• Flexible work arrangements.