Digital Delivery Business Analyst (Pharma Commercial Operations) (s243)

6+ month Remote Contract role with potential to extend. Required – 6+ years of experience leading the ownership, management, and continuous improvement of digital delivery applications and incident management experience. Pay rate starts at $55.00/hour and is flexible, depending upon experience.

Lenox Executive Search is seeking an experienced Digital Delivery Business Analyst to fill an 6+ month contractual role with one of the world’s top global pharmaceutical companies. Must have proven experience in digital service delivery or IT service management and strong knowledge of compliance, data privacy, and cybersecurity standards.

REQUIREMENTS for the Digital Delivery Business Analyst:

• Minimum education: AA Degree
• 6+ years’ experience in digital service delivery or IT service management.
• Strong knowledge of compliance, data privacy, and cybersecurity standards
• Excellent communication and stakeholder management skills
• Experience with SLA management, incident/problem/change management, and application lifecycle processes.
• Previous incident management experience
• General knowledge/ experience with compliance, regulatory, data privacy, and cybersecurity requirements.
• Previous experience responding to escalation requests, application incident escalations.
• Previous experience analyzing incident trends
• MS Office 365, SharePoint, MS Teams, Zoom
• Must be able to work EST hours
• Application life cycle, retiring systems, etc. experience a plus
• ServiceNow, Jira experience is a plus

RESPONSIBILITIES of the Digital Delivery Business Analyst:

• Lead the ownership, management, and continuous improvement of digital delivery applications and connected systems.
• Ensures seamless service operations aligned with compliance, quality, and cyber standards across Commercial Operations applications, primarily supporting North America.
• Oversee end-to-end delivery and management of digital services.
• Drive operational excellence and implement continuous improvement initiatives by monitoring usage, quality, and performance metrics.
• Ensure all services meet compliance, regulatory, data privacy, and cybersecurity requirements
• Manage application lifecycle (including mobile platforms), and coordinate support transitions to POD teams.
• Establish incident logging procedures and severity classifications, assigning issues for timely resolution
• Perform root cause analyses for recurring problems and coordinate preventive actions to enhance system reliability.
• Communicate status updates and workarounds effectively to stakeholders.
• Monitor system performance and key metrics such as uptime, response time, and incident resolution rates.
• Provide regular performance reports and updates to stakeholders.
• Gather and act on client feedback to continuously improve service delivery.
• Review and optimize support processes regularly.
• Deliver end-user content to reduce support incidents and promote best practices.