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Associate Director, IT Business Analysis - CRM Solutions

LocationJapan - Tokyo

Work modehybrid

Typefull-time

DepartmentIT

Company size10,000+ people

First seen1w ago

Last seen4d ago

About the company

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

The Associate Director, IT Business Analysis - CRM Solutions serves as the lead business analyst and strategic IT partner for CRM-enabled Commercial capabilities in Japan. The role is accountable for shaping and driving the Japan Commercial CRM strategy and roadmap, aligned with business priorities, enterprise architecture, and global platform direction. It translates local business needs into scalable, compliant, and value-driven solutions in close partnership with Commercial stakeholders and Global IT teams.

The role leads evaluation, analysis, planning, and coordination across the end-to-end solution lifecycle, from feasibility assessment, business-case development, requirements and process design through testing, deployment, operational transition, and value realization. It also leads ongoing optimization of the current Veeva CRM / Salesforce-based environment, migration to Veeva Vault CRM, and the evolution of AI-enabled commercial engagement capabilities suitable for the Japan business.

This position reports to the Director, Commercial IT and is based in Tokyo, Japan with matrix collaboration across Global IT teams.

Job Responsibilities

CRM Strategy & Business Partnership

• Define and maintain the strategic roadmap for CRM and commercial technology capabilities in Japan, aligned with business priorities, enterprise architecture, and global platform direction.

• Partner with Japan and Global Business and IT stakeholders to shape the AI innovation roadmap for Commercial capabilities, identifying opportunities to leverage emerging technologies and helping define the future vision, strategy, and operating model for AI-enabled customer engagement and field effectiveness.

• Serve as the lead business analyst and primary strategic IT partner for Commercial Excellence, Sales, and Marketing, coordinating with Medical Affairs and Kite where cross-functional alignment is required.

• Assess developments in CRM, omnichannel engagement, AI, and field enablement, and recommend opportunities that create measurable business value in Japan.

Business Analysis & Solution Design

• Lead feasibility assessments, business-case development, resource estimation, categorization, prioritization, and evaluation of business, technical, financial, operational, and compliance trade-offs.

• Lead requirements gathering, needs analysis, current- and future-state process mapping, use-case development, functional design, impact assessment, and implementation planning.

• Translate Japan business needs into roadmaps, product backlogs, user and functional requirements, test scenarios, and investment priorities for delivery teams and global platform partners.

• Participate in solution, architecture, integration, data, and design reviews to ensure alignment with enterprise standards, scalability, usability, and end-user experience.

CRM Transformation & Delivery

• Lead Japan’s CRM transformation agenda, including optimization of the current platform landscape and migration to Veeva Vault CRM.

• Oversee data readiness, cleansing, mapping, validation, and migration activities to support execution quality, business continuity, and compliance.

• Apply appropriate Agile delivery, software development lifecycle, and solution lifecycle practices across design, testing, deployment, operational transition, and support.

• Lead UAT, issue resolution, cutover, release readiness, communications, training, adoption, hypercare, and organizational change management.

• Conduct post-implementation reviews and value-realization assessments to confirm adoption, operational effectiveness, business outcomes, and improvement opportunities.

Service, Data & Governance

• Own the overall CRM service for Japan, including access, role design, release readiness, defect and issue management, enhancements, and operational governance.

• Provide direction on CRM-related data integration, omnichannel enablement, reporting, visibility rules, data governance, and compliance with relevant stakeholders.

• Ensure CRM solutions comply with applicable IT security, quality, privacy, risk-management, validation, regulatory, and internal governance requirements.

Global, Vendor & Capability Leadership

• Lead vendors, data partners, system integrators, consultants, and matrix project teams to ensure delivery quality, SLA adherence, resource coordination, and timely issue resolution.

• Represent Japan with global platform and governance teams, articulate local requirements, influence decisions, and support localization and market deployment.

• Build capabilities across users, stakeholders, partners, and IT colleagues, including coaching and mentoring less-experienced colleagues where appropriate.

Basic Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related discipline, or an equivalent combination of education and relevant experience.

• Extensive relevant experience in CRM, Commercial IT, IT business analysis, sales enablement, or related business technology roles in pharmaceutical, biotech, or another highly regulated life sciences environment.

• Significant experience leading complex cross-functional technology initiatives in a matrixed global organization.

• Significant experience in IT business analysis, planning, process mapping, requirements and use-case development, solution testing, deployment, user training, and post-implementation support.

• Strong strategic and delivery leadership experience with Veeva CRM and/or Salesforce platforms.

• Significant experience managing external vendors, consultants, system integrators, and delivery partners.

• Business-level fluency in Japanese and English, with the ability to communicate and influence effectively in local and global environments.

Preferred Qualifications

• Advanced knowledge of IT business analysis principles, practices, standards, methods, and tools across the end-to-end solution lifecycle.

• Deep understanding of Japan pharmaceutical commercial processes, including sales and marketing operations, HCP targeting, territory management, commercial excellence, and insight-driven execution.

• Strong knowledge of Japan pharmaceutical commercial datasets, including IQVIA, Ultmarc, healthcare organization and customer master data, DDD/consumption data, and wholesaler-related data.

• Leadership experience in a major enterprise CRM transformation or migration, particularly involving Veeva Vault CRM.

• Broad understanding of the Veeva Commercial ecosystem, including CLM, Approved Email, Engage, PromoMats, and related capabilities.

• Strong understanding of commercial data architecture, system integration, cloud-based solutions, reporting ecosystems, and Salesforce Marketing Cloud.

• Thorough knowledge of Agile delivery, SDLC/SLC, change management, continuous improvement, testing, and value-realization practices.

• Ability to evaluate business, financial, technical, compliance, and operational trade-offs and translate them into clear recommendations.

• Working knowledge of IT security, quality, privacy, risk management, validation, and regulatory requirements relevant to life sciences.

• Understanding of enterprise architecture and UX principles and their application to scalable, user-centered solutions.

• Familiarity with AI-enabled CRM, agentic workflows, omnichannel engagement, and data-driven customer engagement strategies.

• Strong stakeholder management, influencing, analytical, organizational, and communication skills, with demonstrated ability to lead without authority.

• Demonstrated flexibility, adaptability, sound judgment, attention to detail, and ability to learn quickly in a changing environment.

• Ability to travel when required.

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.

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