Sales Systems Operations Lead
$150,110–$181,898 year
HybridPrinceton, New Jersey, United States
Job Summary
Own platform administration, uptime, and security for the CRM application stack, including Veeva CRM and integrated systems. Serve as the Configuration Item Owner in ServiceNow, managing CMDB records, incident triage, and ITIL-aligned root-cause analysis. Administer Identity and Access Management processes, design test plans for configuration changes, and build dashboards to monitor application health. Lead product launch readiness within the CRM environment, coordinating technical work streams for data loads and interface activations while defining readiness criteria and cutover plans. Manage end-to-end release management, chairing the Operational Change Board and preparing technical agendas for global governance forums. Administer the software license lifecycle, build forecasting models, and conduct technical audits to ensure compliance with SAM and procurement policies. Act as the primary technical liaison between U.S. business stakeholders and IT delivery, translating requirements into system designs and representing U.S. priorities in cross-regional IT governance forums.
Required Qualifications
- 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
- 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
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