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About AbbVie

AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Business Analyst (CRM / Digital) (12 Month Contract)

Sydney, Australia Req ID 2204087 Category Information Technology Division AbbVie

The Company:  AbbVie


AbbVie (NYSE:ABBV) is a global, research-based biopharmaceutical company formed in 2013 following separation from Abbott.  The company’s mission is to use its expertise, dedicated people and unique approach to innovation to develop and market advanced therapies that address some of the world’s most complex and serious diseases. AbbVie employs approximately 25,000 people worldwide and markets medicines in more than 170 countries.


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Summary of Job Description:

The main responsibility of the Associate BTS Manager – IFT Excellence is to partner with the Customer Excellence (CEX) team, affiliate Infield Team (IFT) and Brand Teams. This role will also partner with area and global Business Technology Solutions (BTS) to deliver business technology solutions for the affiliate, driving an improved offering to our IFTs, business continuity and a personalized and integrated experience that maximises HCP lifetime value.


The role works as the key interface between CEX partners, IFT Team, Affiliate Brand Teams and Global IFT Solutions teams for solution discovery, project management and execution as well as effective relationship management to fulfill the Global IFT Excellence strategy. This role is responsible for promoting and driving global capabilities for IFT (specifically Digital solutions) in close relationship with local stakeholders.  In this role, the Associate BTS Manager – IFT Excellence is a critical ambassador for the Lead and Land project management approach defined by AbbVie.


In this role you will adapt and/or co-create global products with Global IFT Solutions Capability Towers to address ANZ Affiliate needs, whilst meeting locally specific market or regulation prerequisites. Should global products not be possible within the local market, this role is responsible for identifying appropriate local solutions, while ensuring it fits with global strategy.


The Associate BTS Manager – IFT Excellence, facilitates, and serves as a project manager, for the planning and execution of initiatives in the affiliate and in coordination with Global & JEMA BTS teams to enable the organisation to achieve objectives through the effective use of IFT tools and services. This role proactively serves as a “trusted advisor” as well as an “architect of value” and functions as a key point of contact for IFT Solutions’ assigned stakeholders in the affiliate. The Associate BTS Manager – IFT Excellence represents the business and acts as an advocate on behalf of business stakeholders to ensure IFT services & products meet their business priorities and needs.



Major Responsibilities:

Strategic Planning & Relationship Building

  • Establishes and maintains a strategic relationship and strong engagement with the key stakeholders within the business units.
  • Participates and contributes to Global IFT Solutions team meetings to bridge the Global/Area guidance, services and solutions and local business requirements and opportunities.
  • Individual(s) in this role must be able to communicate clearly, negotiate, listen, mitigate conflict, be responsive, build alliances and achieve desired results using strong interpersonal and diplomacy skills. They work closely with others on intangible issues across organisational boundaries.


  • Assists the Affiliate Head of Digital in the promotion of the IT function and its services to the broader business.
  • Acts as the Veeva CRM subject matter expert from a capability build perspective.
  • Represents the local brands strategies and priorities to Global IFT & HCP Solutions team.
  • Supports and drives business problems with existing technology solutions available.


  • Recognised as the local expert on IFT Solutions, systems, processes, and tools.
  • Provides strategic consultation and guidance to business and delivery teams.
  • Stays abreast of and socialises what is happening across the IFT/HCP experience to the broader Affiliate Market.
  • Ensures IFT solutions support the organisation’s short-term and long-term business goals/strategy and aligns with BTS / IFT & HCP strategy.
  • Provides ongoing training and support of the IFT solutions’ systems and platforms to drive increase knowledge, usage and efficiencies.
  • Inspire IFT Teams with the ‘art of the possible’ by showcasing best practice examples regardless of industry.
  • Evaluate local affiliate needs against available global, regional or other reusable affiliate solutions for best fit with the view to implement locally driven solutions only if no pre-existing solution is available or fitting.


  • Partners with Global & local IFT Solutions team to provide appropriate solutions for local business while managing local business expectations.
  • Identifies, suggests, and nominates Affiliate Subject Matter Experts and Business Owners for processes, system procedures and platforms.
  • Ensures the business need is addressed by the technical solution from a conceptual standpoint.
  • Works with business stakeholders and technical delivery teams to cultivate appropriate solutions required to meet business goals.
  • Ensures utilisation and adoption of solutions by the affiliate.
  • Support global, regional and local teams where audit or compliance requirements need local action.

Elicitation & Requirements Gathering

  • Maintains strong engagement in IFT related business processes in the affiliate.
  • Articulates & documents end to end business processes, provides expertise and consultancy on technical implementation specific to Veeva CRM & other IFT related platforms.
  • Maintains awareness of changes to business strategy, goals and processes to ensure requirements appropriately reflect the need of the business.
  • Works with appropriate stakeholders to proactively identify and evaluate risks associated with business decisions.
  • Negotiates agreements and commitments by facilitating communication between business stakeholders and IFT Solutions delivery teams from initial requirements to final implementation.

Project Delivery, Implementation, UAT & Change Management

  • Owns the local implementation of globally and locally provided systems, tools and processes specific to Veeva CRM & other IFT related platforms or systems.
  • Owns the delivery of solutions on behalf of the business (Program Management)
  • Responsible for facilitating and documenting User Acceptance Testing of any new or enhanced solution within the local affiliate.
  • Coordinates and oversees change management for all new processes and tools.

Stakeholder Satisfaction

  • Manages local business stakeholders’ satisfaction with IFT solutions’ tools and services in his/her scope and recaps (monthly, quarterly, and annually, as needed) performance.
  • Review and recap IFT performance with the relevant Sales Manager (monthly, quarterly, and annually, as needed).
  • Continually optimising and enhancing existing training, processes, and procedures to drive an increase in product usability, understanding and continual improvement.
  • Ensures stakeholder’s expectations are set by identifying and resolving any disconnect through negotiation or governance mechanisms.

Education/Experience Required:

  • Bachelor’s degree in Information Technology, Business or a related field, or equivalent work experience.
  • At least 5 years of experience in internal/external consulting.
  • Successful experience in leading IT & Business projects.
  • Understanding of the affiliate business model and strategy.
  • Influencing & relationship building across departments and organisations
  • Technical expertise on Customer Relationship Management systems (i.e. Veeva CRM or Salesforce CRM).
  • Requires negotiation skills and experience/in-depth knowledge of the business, business requirements analysis and IT processes.
  • Ability to work with limited management direction, take initiative, demonstrate attention to detail and accuracy and to identify and drive resolution of issues.
  • Solid experience in working in a Matrix environment.
  • Excellent written and verbal English communication skills



Essential Skills & Abilities:


The successful candidate will be able to:

  • Complete tasks on time and ensure tight deadlines are met
  • Works well in a team environment
  • Work with initiative
  • Work independently
  • Manage timing of requests, activities and projects
Travel: No
Job Type: Experienced
Schedule: Full-time

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