Integrichain Business Analyst Manager, Customer Operations in Philadelphia, Pennsylvania

Business Analyst Manager, Customer Operations


ยท Full-time

About The Position


The Business Analyst Manager will be responsible for leading, coaching and developing a team of business analysts whose primary focus is business analysis, customer management and data support for our customers. The Business Analyst Manager may also have account ownership for a select accounts, and be a part of the account management team working with the Program Managers, Account Managers, and internal resources and will serve as the main driver of the communication between the client and IntegriChain. This person will work closely with internal business partners to ensure that the Business Analyst team is effectively meeting customer expectations by aligning internal resources to customer deliverables.


  • Ensure that the team functions efficiently and provides an optimum level of service both to internal and external customers

  • Ensure all internal and external correspondence is dealt with in a timely manner. Escalate priority issues as needed working with the Senior Director of

  • Customer of Operations or the account managers as appropriate

  • Ensure business analyst team has necessary product knowledge and can provide Level 2 support as appropriate to our customers

  • Monitor and measure the output of the team, ensuring that agreed standards, objectives and targets are met

  • Ensure that the team has the necessary tools and training to operate effectively

  • Define and document new and enhanced report requirements to provide analytical, reporting and data mart structures than enhance data visualization

  • Collaborate with subject matter experts, developers and QA teams to manage delivery of newly defined analytics and reports from start to finish

  • Enhance ongoing data processing and deliver efficiencies through critical analysis of data architecture and usage via applied continuous improvement

  • Build client relationships with C Level executives and stakeholders

  • Understand client business and business processes and act as our advocate to explain the value our services provide

  • Manage the timelines, change requests, and status reports of all client associated projects

  • Develop, document, train and update processes as they relate to the client

  • Drive process flow analysis and process redesign when applicable

  • Produce a detailed project plan to match customer requirements

  • Document and gain approval for customer requirements definition

  • Participate in training, documentation and delivery efforts in concert with other project team members

  • Perform necessary analysis and develop data models and corresponding metadata definitions for the enterprise environment and all associated data marts

  • Evaluate and recommend new technologies or process change that will enhance the current environment or provide greater business advantage

  • Train internal Operations and Sales staff on new offerings and feature enhancements

Preferred Qualifications:

  • 5+ years experience BI and Data Modeling experience

  • 5+ years of analytics experience preferably in pharmaceutical space with a minimum of 2 years in customer engagement or retention marketing role

  • 3+ years of experience in a supervisor or manager role

  • Proficient in querying tables using SQL

  • Background running a team to achieve customer service standards

  • Demonstrated ability to collaborate at all levels to get critical work done

  • Thorough knowledge of data modeling for reporting environments

  • Experience with at least one business intelligence platform such as Spotfire, Cognos, Business Objects, etc, preferred

  • Proficient with Microsoft Windows and Microsoft Applications including Excel

  • Excellent verbal and written communication skills

  • Strong analytical, problem solving, organizational, and administrative skills

  • Ability to work independently, as well as a team member in a dynamic, fast paced, and deadline-oriented environment

  • Excellent problem solving and troubleshooting skills to perform root cause analysis

  • Experience with developing technical specification documentation to define methods of implementation

  • A self-starter mentality, passionate about ensuring a positive customer experience

*Recruiting Agencies: Please do not send unsolicited resumes to our employees, job listings, or the recruiting team. IntegriChain is not responsible for any fees related to unsolicited resumes.

*At this time IntegriChain is unable to transfer or sponsor visas.