Patient Support Services - CRM (Salesforce Health Cloud) Business Process Analyst

Job Title : Patient Support Services - CRM (Salesforce Health Cloud) Business Process Analyst

Location : Cambridge, MA

About the Job

Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs.

We are seeking a skilled Business Process Analyst to join our Patient Support Services team, playing a critical role in optimizing and enhancing our CRM (Health Cloud) Platform. This position focuses on analyzing, documenting, and improving business processes that directly impact patient care delivery and support services. The ideal candidate will bridge the gap between business stakeholders and technical teams, translating requirements into actionable solutions that enhance patient outcomes and operational efficiency.

As a Business Process Analyst, you will work at the intersection of healthcare operations and technology, ensuring our patient support platforms align with evolving business needs. You will be instrumental in driving continuous improvement initiatives and enabling data-driven decision-making across our patient support ecosystem.

About Sanofi :

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities :

Conduct stakeholder interviews, workshops, and requirements gathering sessions to understand business needs.

Perform gap analysis between current and desired business state and understand impact to upstream and downstream processes (reporting)

Create and maintain detailed business requirements documents (BRD)

Participate in the design, build, and implementation of any / all related CRM initiatives including writing user stories, participating in grooming sessions, sprint planning, and executing UAT scripts.

Support PSS data management strategy in the design, integration, and migration activities.

Analyze business processes and identify opportunities for improvements following industry best practices.

Develop deep knowledge of the patient journey, platforms, and systems used to support our patients and providers.

Work with our internal and / or external teams to support and or troubleshoot issues as needed.

About You

Completion of a bachelor’s degree (or higher) or another closely related field.

3+ years of experience building CRM solutions or working within PSS or other bio-pharmaceutical experience.

Experience with Salesforce Health Cloud and ecosystems– Certifications a plus.

Preferences

Proven ability to lead and influence teams without direct authority.

Highly self-directed; proactively and independently work issues and manage projects with minimal direction.

Proven ability to communicate and present effectively to senior leaders, cross-functional and cross-organizational teams in a matrix environment.

Why Choose Us?

Bring the miracles of science to life alongside a supportive, future-focused team.

Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.