CRM & IT Administrator

CRM & IT Administrator

The CRM & IT Administrator owns the configuration, administration, and day-to-day operations of the CRM and other related commercial platforms, ensuring they are optimized for business value. The role enables field teams, medical affairs, market access, and office based stakeholders to deliver data driven, compliant engagements through reliable systems, accurate data, and actionable insights. In addition, the CRM & IT Administrator will provide backup support to IT Specialists as needed, with focus on maintaining robust operations and driving continuous improvement across the commercial technology stack.

Key Responsibilities

• User Support & Enablement: Provide Level 1 and Level 2 support for commercial tools and systems, such as CRM, MDM, Account Working platform, and other customer-engagement solutions, ensuring timely issue resolution, user guidance, and continuity of service. Develop training materials, how-to guides, update the knowledge base and FAQs. Conduct users onboarding sessions and deliver foundational training on customer interaction solutions for both field teams and head-office users, ensuring confident adoption and effective day-to-day use.
• CRM Administration: Configure profiles, roles, fields, validation rules, configuration items, approval processes, territories, and call reporting; manage CLM content distribution and templates needed for customers interactions throughout approved channels.
• Data Management, Analytics & Reporting: Oversee HCP/HCO master data, affiliations, and account hierarchies; implement deduplication, data stewardship workflows, and data quality KPIs; manage consent, opt ins/opt outs, and permissible use. Build and maintain reports/dashboards for engagement metrics, call activity, KPIs, and territory performance.
• Continuous Improvement & Change Management: Liaise with Commercial IT, Innovation Excellence, and Commercial Excellence global teams on upcoming releases, new features, and enhancements for our commercial solutions. Drive backlog management, prioritization, and roadmap planning in alignment with the commercial strategy. Promote different customer interaction features adoption.
• IT team collaboration and coverage: Collaborate closely with IT peers on shared deliverables and provide backup coverage during absences, ensuring continuity of support and timely incident resolution.

Qualifications

Experience:

• At least two years of experience managing IT solutions including providing customer support on it

• Ability to collaborate across multidisciplinary teams to standardize configurations, document runbooks, and provide coverage during team absences is highly desirable.
• Basic understanding of commercial activities, preferably in pharma industry (exposure to Customer Relationship Management, Master Data Management or other customer facing systems is considered an advantage).

• Hands-on experience with enterprise iOS and Windows devices is preferred. Familiarity with Mobile Device Management administration, including device enrollment, profile management, app deployment, user provisioning, and troubleshooting, is an advantage.

Technical Skills:

• Proficient in L1/L2 support, incident and request management, and SLA adherence, with a strong focus on customer satisfaction (triage, root cause analysis, clear communication, and timely resolution)
• Preferably experience managing customer facing solutions and master data management systems; executing data stewardship workflows (deduplication, merges, survivorship rules), and maintaining data quality KPIs.
• Report and dashboard building; basic SQL and Excel proficiency.

Communication: Strong stakeholder communication, requirements gathering, and training skills.

Compliance Awareness : Understanding of privacy and regulated environments (GDPR/CCPA, GxP basics), audit trails, and access reviews.

Key Competencies

• Customer Orientation: Translate business needs into scalable system configuration.
• Problem Solving: Diagnose data, integration, and configuration issues; propose pragmatic fixes.
• Ownership & Governance: Maintain disciplined change control and documentation.
• Adaptability: Operate in fast paced, evolving environments; effectively manage multiple priorities and shifting deadlines while maintaining quality and focus.
• Collaboration: Work across commercial, medical, innovation excellence and IT teams.

Location and Working Model

• On-site office presence required.

Why AstraZeneca?

At AstraZeneca, we’re dedicated to being a phenomenal Place to Work. You are empowered to push the boundaries of science and fuel your entrepreneurial spirit. There’s no better place to make a difference in medicine, patients, and society. An inclusive culture that champions diversity and collaboration, and is always committed to lifelong learning, growth, and development. We’re on an exciting journey to pioneer the future of healthcare.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.