Associate Service Consultant, Salesforce Marketing Cloud CRM Systems

The Associate Service Consultant is accountable to improve the business/end user experience with a forward-looking mindset and spirit of continuous improvement. Thisincludesdelivering business value by maximizing financial investment and the sustainability of the application; Managing through the Managed Service Providers to quality outcomes; And ensuring alignment with cross-functional teams and external parties., Operations Management

• Accountable for ensuring Service Transition processes are fully executed; approves readiness for support transition and serves as the escalation point for any delays.
• Serves as the primary AbbVie contact and first-level escalation point for incidents and problems, including issues requiring coordination across multiple teams.
• Assistswith prioritization and escalation of system recovery issues with cross-functional, build, and infrastructure teams.
• Performs daily reviews of prior-day ticket activity, including queue levels, processing efficiency, backlogs, aging, and incidents, and adjusts priorities as needed.
• Manages demand and release change prioritization with product teams to minimize business impact and downtime.
• Serves as ITsubjectmatter expertwithintopics ofSFMC, Veeva-Commercial Life sciences.

Governance and Compliance

• Primary point of accountability for fulfillment of Audit Artifact Service Requests.
• Coordinates with internal compliance teams on audit-related requests and monitors MSP execution of audit processes and procedures.
• Ensurestimelyandaccuratedelivery of external compliance-driven audit artifacts.
• Reviews service provider performance trends and process improvement recommendations toidentifyopportunities for preventative maintenance and improved application performance.
• Reviewsticket patterns andrecommendimprovements presented by the MSP.
• ApprovesSLAexception breaches.

Vendor and Service Management

• Reviews serviceproviderSLAs andparticipatein action plans to address deviations and improvement opportunities.
• Helps manage relationships with vendors to ensure strong service delivery for application maintenance and support activities.
• Supports service provider performance reviews and evaluates service trends to ensure service quality and operational efficiency.

Financial Management

• Supports Statement of Work (SOW) management, including review of scope, deliverables, service levels, and commercial terms.
• Partners with procurement, finance, and vendor management teams to support contract renewals, amendments, and cost tracking.
• Provides budgetary impact assessments for proposed changes, ensures transfer of budget where needed, and updates the portfolio tracker accordingly.
• Monitorvendorspend, forecast alignment, and operational budgets to ensure servicesremainwithin approved financial parameters.
• Reviews ofinvoices, purchase orders, and chargebacks as needed to supportaccuratefinancial governance and vendor payment validation.
• Tracks financial commitments, recurring service costs, and operational expenses to support budgeting and forecasting.
• Assistswith financial analysis of service provider performance, including identification of cost optimization opportunities.
• Ensures vendor obligations under SOWs are met and escalates any delivery or financialdiscrepancies.

• Bachelors Degree in Information Technology, Computer Science, or Computer Engineering plus 5 years experience; or Masters Degree with 4 years experience
• Respective years of demonstrated combined IT experience
• Experience with application outsourcing, vendor management, service level management, and minor enhancements
• Strong background in data analysis, trend identification, problem-solving, and presenting recommendations to leadership
• Experience with change management andchangecontrol processes
• Proven ability to manage complex IT processes andidentifyprocess improvements
• Experience driving continuous improvement and cost optimization initiatives
• Strong communicationskills with experiencefacilitatingcross-functional meetings
• 2+ years of experience with Salesforce Marketing Cloud
• Solid understanding of Journey Builder, Marketing Cloud APIs, and the broader CRM ecosystem, including Veeva CRM, Service Cloud, and MuleSoft
• Knowledge of Salesforce roadmap developments, especially Data Cloud andAgent force
• Experience with marketing automation best practices and designing scalable integration and data flow solutions
• Excellent collaboration, problem-solving, and stakeholder management skills
• Experience with ITIL processes, including Incident, Problem, Release, Deployment, and Continuous Improvement management
• Experience working in global, multi-sourced service operations environments

Preferred:

• Experience with customer data platforms or cloud data architecture
• Exposure toAI-driven Salesforce features
• Masters Degree in Business Administration, Computer Science, or Computer Engineering
• Experience with SDLC methodologies
• Experience in a relevant platform or industry domain, such as Life Sciences, Pharmaceutical R&D, Commercial, orFinancialTechnologies.
• ITIL Foundation and/or ITIL Intermediate Certification in Service Operations
• Experience developing Operating Level Agreements (OLAs)

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemay ultimately pay more or less than the posted range. This range may bemodified in thefuture.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
• This job is eligible toparticipate in our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employeeremains in the Company'ssoleandabsolutediscretion unless and until paid andmay bemodified at the Companys sole and absolute discretion, consistent withapplicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.