Job Summary
We are seeking a highly organized and detail-oriented IT Operations Analyst – Commercial Support to support commercial operations, including Market Access and Sales Force teams. This role focuses on process governance, stakeholder coordination, operational excellence, and continuous improvement within a regulated environment.
The ideal candidate will ensure high-quality deliverables, compliance adherence, and efficient workflow execution while collaborating with cross-functional teams and external partners.
Responsibilities
* Market Access and Sales Force support within the bureaucratic and administrative scope;
* Standardize and validate stakeholder team processes (ensuring adherence to compliance rules and best practices), while managing deliverables, deadlines, data quality, and pipelines;
* Training and mapping of process improvement opportunities;
* Active participation in periodic alignment meetings (daily, weekly, etc.) to manage demands and follow-ups (FUPs) for both Cognizant and MSD;
* SLA Management: Consistently achieving a 90% target;
* Testing and training for new process improvement applications;
* Development of training materials and educational resources;
* Creation, validation, and periodic updates of materials published on MSD’s internal portals (Intranet);
* Contract submission, platform registration, and documentation validation for vendors contracted by Marketing, Market Access, and Sales Force departments.
Required Qualifications
* Advanced proficiency in Portuguese and English (written and spoken).
* Experience in operations, IT support, or commercial support roles .
* Strong knowledge of process management, documentation, and governance practices .
* Ability to manage multiple tasks, deadlines, and stakeholders simultaneously.
* Strong attention to detail and commitment to data quality.
Preferred Skills
* Experience supporting pharmaceutical, healthcare, or commercial operations environments.
* Familiarity with SLA/KPI tracking and reporting .
* Experience with vendor management and contract processes .
* Knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma).
* Strong communication and stakeholder management skills.
Work Model
* Hybrid work model based in São Paulo, Brazil .
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