EMD Serono

Role Description The specific duties of the IT Design Lead, Patient Support Program will include: - Implement new technologies to support and expand the Salesforce Service Cloud ecosystem and integrated third-party applications. - Lead implementations of Salesforce Service Cloud and Marketing Cloud across Americas, Canada, LATAM, and APAC, ensuring compliance with regional healthcare regulations and program requirements. - Provide strategic guidance on PSP matters across multiple workstreams, including SDLC, development best practices, testing methodologies, and project management. Review code developed by team members. - Identify and deliver opportunities for business process optimization, streamlining workflows and improving efficiency. Lead projects to implement optimizations. - Engineer and manage the integration of multiple platforms and processes, ensuring seamless data management, enhanced user experience, and cost optimization while maintaining high-quality client outcomes. - Design adaptable, scalable, and innovative solutions for diverse customer needs, factoring in demographic trends and generational differences. - Build strong local, regional, and global partnerships across Business Technology teams to align priorities and ensure consistency. - Collaborate with cross-functional developers to define and implement best-practice solutions, leveraging new technologies to accelerate digital transformation. - Build and lead regional and global partnerships, aligning enterprise-wide Salesforce processes with localized Marketing Cloud campaigns. - Foster a culture of innovation and change by encouraging creativity, experimentation, risk-taking, and openness to new perspectives. - Review code from team members, mentor junior developers, and delegate tasks while performing project team lead responsibilities. - Champion business process optimization initiatives (case routing automation, duplicate management, patient journey automation), driving 30–40% efficiency improvements. Qualifications - Master’s degree in Computer Science, Information Systems, Engineering, or related field. - Two years of IT experience. - Expertise in Salesforce Service Cloud and related platforms gained through 2 years of experience. - 2 years' experience with Salesforce Marketing Cloud. - Proficiency in HPALM gained through 2 years of experience. - Knowledge of Copado, Authenticx, and Infinitus platforms gained through 1 year of experience. - Expertise with PSP ecosystems and patient-centric digital solutions in healthcare or life sciences industries gained through 2 years of experience. - Strong background in systems integration, data management, and workflow optimization gained through 2 years of experience. - Demonstrated leadership in global or regional technology initiatives gained through 2 years of experience. - Experience building integrations with Dell Boomi gained through 2 years of experience. - Development within GxP environment including IQ preparation and execution gained through 1 year of experience. - Ability to inspire and lead teams through change, balancing strategic vision with hands-on delivery gained through 2 years of experience. Requirements - All years of experience may be gained concurrently. Benefits - Generous benefits packages.