Sales Systems Operations Lead

About this role

Working with Us Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us .

Key Responsibilities

CRM Operations & Platform Administration • Own platform administration, uptime, performance, and security posture for the CRM application stack (e.g., Veeva CRM, Veeva Align, Veeva Network, Customer Master, Vault PromoMats) and integrated systems. • Serve as Configuration Item (CI) Owner in ServiceNow across the CRM application portfolio; maintain accurate CMDB records, ownership mapping, and application dependency documentation. • Administer system configuration, environment refreshes, sandbox/production environment management, and technical break-fix activities. • Triage, prioritize, and resolve incidents and service requests per ITIL-aligned incident and request management processes, including root-cause analysis and problem management. • Administer Identity and Access Management (IAM) processes — Identity Access Requests (IAR) and User Access Requests (UAR) — including role-based access provisioning, periodic access recertification, and de-provisioning. • Design and execute IT operations test plans (functional, regression, integration) for configuration changes, patches, and platform upgrades; maintain defect tracking and test documentation. • Monitor system logs, access activity, and application health; build dashboards and automated reporting to support proactive operations and security monitoring. • Author and maintain technical runbooks, knowledge base articles, and standard operating procedures for platform support teams and service desk tiers. • Identify and implement automation opportunities (workflow automation, scripted reporting, ServiceNow orchestration) to reduce manual operational overhead.

Launch Activities Coordination • Serve as the technical lead for product launch readiness within the CRM environment — scoping system configuration, data model, and integration requirements. • Coordinate technical work streams for launch execution: data loads, account/territory structure changes, content activation, and interface/API touchpoints with downstream systems. • Define and track technical readiness criteria, environment checkpoints, and cutover/go-live plans across day-zero through post-launch support windows. • Partner with development, QA, and integration teams to validate that launch-related builds meet functional, performance, and security requirements prior to deployment. • Conduct technical post-launch reviews, capturing defects, performance issues, and configuration debt to feed into the release backlog. • Ensure launch-related system changes are documented and traceable in support of validation, audit, and regulatory compliance requirements (e.g., CSV/GxP where applicable).

Release Management • Own end-to-end release management for the CRM platform, including release planning, build coordination, environment promotion, and deployment scheduling. • Chair and prepare technical agendas for the Operational Change Board (OCB); represent U.S. release scope and risk in Global Change Board (GCB) governance forums. • Manage the change/demand pipeline across ServiceNow and Jira — backlog grooming, sprint/release alignment, and traceability between demands, change requests, and deployed code. • Own the quarterly Release Summary and technical release notes, documenting all configuration, integration, and UI changes deployed per cycle. • Enforce release governance controls: change risk assessment, rollback/contingency planning, deployment approvals, and post-deployment validation (hypercare). • Coordinate user acceptance testing (UAT), IT operations testing, and validation testing (ITVS) across release cycles, ensuring sign-off before promotion to production. • Manage rapid-delivery ("on-by-default") vendor enhancements and optional feature releases, assessing technical impact and coordinating adoption.

License & Contract Management • Administer the software license lifecycle for CRM and related applications — provisioning, reclamation, reallocation, and deactivation based on system usage data. • Build and maintain license forecasting models and utilization dashboards to right-size capacity and support budget planning. • Conduct recurring technical license audits and access reviews to identify unused, duplicate, or non-compliant license assignments. • Own vendor and Service Order (SOW) contract administration for CRM platform vendors and third-party development/managed-services providers, including SLA and deliverable tracking. • Manage vendor technical relationships (e.g., Veeva, systems integrators) — roadmap input, defect escalation, and contract renewal/procurement support. • Ensure license usage and vendor engagements remain compliant with software asset management (SAM), procurement, and data governance policy.

Stakeholder & IT Leadership Engagement • Act as the primary technical liaison between U.S. business stakeholders and IT delivery, translating business requirements into system design and technical specifications. • Maintain close working relationships with U.S. and international IT leaders (regional IT operations leads, architecture, security

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