This aligns with AMS/support models typically used in Life Sciences programs (Run & Maintain, SLA-driven operations, continuous improvement)
Key Responsibilities
1. Application Support & Maintenance
- Provide L2/L3 support for Model N modules (Pricing, Rebates, Contracts, Chargebacks).
- Analyze, triage, and resolve incidents, service requests, and defects within SLA timelines.
- Perform root cause analysis (RCA) and implement preventive fixes.
- Manage batch jobs, data issues, and interface failures.
2. Techno-Functional Analysis
- Understand business processes (Commercial Ops, Pricing, Contracting, GTN).
- Translate business requirements into functional and technical specifications.
- Perform configuration, data validation, and impact analysis for enhancements.
- Work with offshore/onshore teams for resolution and delivery.
3. Stakeholder & Vendor Collaboration
- Act as liaison between business users, IT teams, and Model N/vendor teams.
- Facilitate requirement discussions, defect triage calls, and release planning.
- Ensure alignment with business priorities and compliance needs.
4. Data & Reporting
- Support data reconciliation, validation, and reporting in Model N.
- Work on SQL queries, data fixes, and reporting tools (Power BI/Spotfire if needed).
- Assist with financial metrics such as rebates, chargebacks, and contract performance.
5. Release & Change Management
- Participate in release cycles, testing (SIT/UAT), and deployment activities.
- Support regression testing and automation efforts.
- Maintain documentation, knowledge base, SOPs.
6. Compliance & Life Sciences Context
- Ensure adherence to regulatory and compliance standards (e.g., GxP, SOX where applicable).
- Support audit readiness and documentation for validated systems.
- Work within controlled environments involving commercial/pharma operations.
Required Skills & Experience
Experience
- 10 years of IT experience in Life Sciences / Pharma domain
- Hands-on experience in Model N (Revenue Management, Flex, or similar)
- Experience in Application Support / AMS model
Functional Skills
- Strong understanding of:
- Pricing & Contracting
- Rebates / Chargebacks
- Gross-to-Net (GTN) processes
- Knowledge of pharma commercial operations
Technical Skills
- Interface & integration understanding (ETL, APIs)
- Tools: Jira, ServiceNow, ALM for incident/change tracking
Soft Skills
- Strong communication and client-facing skills
- Ability to work in global delivery model (onsite offshore coordination)
- Problem-solving mindset with attention to detail