IT Design Leads, Patient Support Program

Work Your Magic with us! Start your next chapter and join EMD Serono. Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us. United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe. Position: IT Design Leads, Patient Support Program Employer: EMD Serono, Inc. 400 Summit Drive Burlington, Massachusetts 01803 Job Site: 200 Pier 4 Blvd. Boston, MA 02210 Telecommuting: 100% telecommuting from anywhere in the U.S. Responsibilities: The specific duties of the IT Design Lead, Patient Support Program will include: 1) Implement new technologies to support and expand the Salesforce Service Cloud ecosystem and integrated third-party applications; 2) Lead implementations of Salesforce Service Cloud and Marketing Cloud across Americas, Canada, LATAM, and APAC, ensuring compliance with regional healthcare regulations and program requirements; 3) Provide strategic guidance on PSP matters across multiple workstreams, including SDLC, development best practices, testing methodologies, and project management. Review code developed by team members. Provided strategic leadership on SDLC, development best practices, testing standards, and governance across multiple workstreams. Directed adoption of CI/CD pipelines, Copado/Gearset release management, and agile delivery frameworks to streamline releases; 4)Identify and deliver opportunities for business process optimization, streamlining workflows and improving efficiency. Lead projects to implement optimizations; 5) Engineer and manage the integration of multiple platforms and processes, ensuring seamless data management, enhanced user experience, and cost optimization while maintaining high-quality client outcomes; 5) Design adaptable, scalable, and innovative solutions for diverse customer needs, factoring in demographic trends and generational differences. Direct the design, development, and deployment of scalable Salesforce multi-cloud solutions, integrating Service Cloud, Marketing Cloud, ERP, and external vendor systems (via REST APIs, MuleSoft, and batch jobs); 6) Build strong local, regional, and global partnerships across Business Technology teams to align priorities and ensure consistency; 7) Collaborate with cross-functional developers to define and implement best-practice solutions, leveraging new technologies to accelerate digital transformation; 8) Build and lead regional and global partnerships, aligning enterprise-wide Salesforce processes with localized Marketing Cloud campaigns. Foster a culture of innovation and change by encouraging creativity, experimentation, risk-taking, and openness to new perspectives. Review code from team members, mentor junior developers, and delegate tasks while performing project team lead responsibilities. Champion business process optimization initiatives (case routing automation, duplicate management, patient journey automation), driving 30–40% efficiency improvements. Requirements & Qualifications: Employer requires a candidate to have a Master's degree in computer science, Information Systems, Engineering, or related field plus 2 years of IT experience. In addition, must have: 1) Expertise in Salesforce Service Cloud and related platforms gained through 2 years of experience; 2) 2 years experience with Salesforce Marketing Cloud; 3) Proficiency in HPALM gained through 2 years of experience; 4) Knowledge of Copado, Authenticx and Infinitus platforms gained through 1 year of experience; 5) Expertise with PSP ecosystems and patient-centric digital solutions in healthcare or life sciences industries gained through 2 years of experience; 6) Strong background in systems integration, data management, and workflow optimization gained through 2 years of experience; 7) Demonstrated leadership in global or regional technology initiatives gained through 2 years of experience; 8) Experience building integrations with Dell Boomi gained through 2 years of experience; 9) Development within GxP environment including IQ preparation and execution gained through 1 year of experience; 10) Ability to inspire and lead teams through change, balancing strategic vision with hands-on delivery gained through 2 years of experience. All years of experience may be gained concurrently. This position is eligible for EMD Serono’s Employee Referral Program. Applicants can send resumes to EMD Serono, 400 Summit Drive, Burlington, Massachusetts 01803 (Attn: Req#300306) or apply online at https://careers.emdgroup.com Salary Range: One Hundred and Thirty-Two Thousand dollars per year to One Hundred and Fifty-Five Thousand dollars per year. Compensation is based on experience, location, and other factors. We offer generous benefits packages: https://careers.emdgroup.com/us/en/benefits What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress! Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!