The Position

The Senior Principal System Analyst (Salesforce & ITSM) is responsible for the end‑to‑end stewardship of patient‑facing IT systems, with a strong emphasis on Salesforce administration, operational stability, and IT Service Management (ITSM). This role ensures that Global Patient Services platforms-including CRM, case management, and other patient‑engagement systems-are secure, compliant, scalable, and aligned with BI's IT architecture and patient‑centric technology strategy. As the designated System Lead, the incumbent is accountable for planning, implementing, sustaining, and optimizing the systems under their ownership in accordance with BI's System Lead responsibilities.

Tasks and responsibilities

1. Salesforce Platform Administration & Enhancements:

• Serve as primary Salesforce System Administrator for Global Patient Services (Health Cloud, Service Cloud, Experience Cloud).
• Perform user administration, access management, permission sets, flows, validation rules, configuration, and data quality maintenance.
• Manage release cycles, sandbox strategy, regression testing, deployments, and coordination with external implementation partners.
• Ensure adherence to BI's security, privacy, and compliance framework, including platform auditability and use of Shield features.

2. IT Service Management & Operational Stability:

• Lead all ITSM processes, including incident, problem, change management and release management following BI service standards.
• Ensure operational readiness, uptime, platform health monitoring, and SLA adherence.
• Drive "shift‑left" improvements and partner with L2/L3 teams to optimize response and reduce backlog.
• Maintain dashboards, KPIs, and operational reporting for leadership and system stakeholders.

3. System Ownership & Lifecycle Management:

• Act as the Providing Organization System Lead, accountable for planning, budgeting, compliance, and maintenance of assigned patient systems.
• Maintain system documentation (SOPs, data flows, architecture diagrams), system configuration records, and support materials.
• Ensure systems meet global and regional regulatory requirements (HIPAA, GDPR, local privacy laws).

4. Vendor & Stakeholder Coordination:

• Collaborate with Salesforce COE, integration teams, MDM, regional IT, and external vendors.
• Provide release communications, impact assessments, training inputs, and go‑live support.
• Participate in governance forums, architecture/design reviews, and improvement initiatives.

Requirements

Required

• Bachelor's degree in computer science, Information Systems, Engineering, or equivalent experience.
• 4-7 years hands‑on Salesforce Administration experience; additional certifications preferred.
• Strong understanding of Health Cloud, Service Cloud, Experience Cloud, data models, roles/profiles, automation, and platform configuration.
• 3+ years of ITSM experience (incident, problem, change, release), ideally following ITIL frameworks.
• Experience working with regulated data environments (HIPAA, GDPR, life sciences).
• Strong analytical, documentation, and vendor‑management skills.

Desirable

• Experience with patient support/engagement systems, case management, integration platforms, or omnichannel ecosystems.
• Experience working in global or multi‑market environments.