Description du poste

Mission of the Role

The CRM Application Specialist will be responsible for the corrective and evolutionary maintenance of the company’s CRM ecosystem, ensuring system reliability, business continuity, and alignment with commercial, marketing, and customer engagement processes.
The role will be integrated into the application development team and will serve as the technical-functional reference for CRM platforms, contributing to optimization and best-practice adoption.
A strong and proven knowledge of IQVIA OCE is required , as it is the core CRM solution in use. Experience with Salesforce or Veeva is considered a strong plus and will be highly valued.

Key Responsibilities

CRM Maintenance & Enhancement

• Manage the corrective and evolutionary maintenance of the CRM system.
• Monitor performance, system availability, and data integrity.
• Analyze incidents and change requests, providing timely solutions in collaboration with IT and business stakeholders.
• Configure workflows, automations, and custom functionalities on IQVIA OCE , with preferential skills on Salesforce or Veeva .
• Ensure compliance with internal security standards, regulations, and GDPR.

Application Development & Integration

• Support the CRM’s integration with other corporate platforms (ERP-SAP, Marketing Automation, MDM, BI, etc.).
• Collaborate with technical teams to ensure interoperability and data accuracy.
• Participate in CRM rollout, upgrade, and migration projects.

User Support & Documentation

• Act as first support for CRM business users.
• Develop and maintain technical and functional documentation .
• Support training and onboarding of CRM users across functions.

Continuous Improvement & Quality Assurance

• Identify improvement areas across CRM processes and propose innovative solutions.
• Ensure quality assurance via functional testing and UAT with end users.
• Monitor KPIs related to CRM performance and adoption.

Profile Requirements

Education

• Bachelor's degree in Computer Science, Engineering, IT-related Economics, or equivalent.

Experience

• 3+ years in Application Maintenance / CRM Specialist / CRM Administrator roles.
• Proven hands-on experience with IQVIA OCE is mandatory.
• Experience with Salesforce or Veeva is a strong plus.
• Background in pharmaceutical, life sciences, or commercial operations is preferred.

Technical Skills

Required:

• IQVIA OCE – configuration, workflows, automations, reporting.

Strong Plus:

• Salesforce (Sales Cloud / Service Cloud)
• Veeva Commercial Suite

Additional Skills (preferred):

• Data integration (API, ETL, middleware)
• Data governance, MDM, CDP concepts
• Basic SQL or scripting (e.g., Apex, Python, VBA)
• Power BI / Tableau (basic knowledge)
• Familiarity with Agile methodology (Jira, ServiceNow)

Soft Skills

• Strong problem-solving and service orientation.
• Accuracy and commitment to data quality.
• Team collaboration across technical and business functions.
• Clear communication and documentation skills.
• Proactive mindset and eagerness to learn new CRM technologies.

Languages

• Fluent in Italian and English (written and spoken).
• Other European languages are a plus.

Location: Lugano, onsite.