About Allergan Aesthetics
At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.
Job DescriptionWe're seeking a technically-savvy Business Analyst to bridge the gap between our Customer Operations project specialists and Business Technology development teams. You'll be the 'technical translator' who speaks both business and developer language fluently, reducing clarification cycles and accelerating our call center system enhancements. As our team's technical capabilities mature, this role will evolve from requirements translation into strategic analysis—evaluating implementation processes, analyzing system performance (e.g. Salesforce case management, chat/SMS adoption), and assessing emerging technologies—particularly AI solutions—to drive continuous improvement across our call center operations.
Key Responsibilities
Technical Bridge:
- Act as primary liaison between project specialists and Business Technology teams
- Translate business requirements into detailed technical specifications and user stories with clear acceptance criteria
- Proactively identify and clarify technical ambiguities before they reach development
- Leverage Salesforce expertise (custom objects, validation rules, flows, reporting) to design solutions
- Participate in Scrum/Kanban ceremonies (sprint planning, refinement, stand-ups) and backlog prioritization
- Facilitate workshops to align business and technology objectives
Strategic Analysis:
- Analyze enhancement implementation workflows and metrics (cycle time, clarification requests, rework rates) to identify process improvements
- Monitor and evaluate Salesforce case management, chat/SMS adoption trends, and agent experience data
- Conduct feasibility assessments, impact analysis, and gap analysis for system improvements
- Perform comparative analysis of emerging technology solutions, particularly AI capabilities
- Conduct pre- and post-go-live data analysis to evaluate system change effectiveness
Quality & Enablement:
- Coordinate User Acceptance Testing with comprehensive test scenarios
- Develop technical documentation, templates, and training materials to upskill team members
- Lead knowledge-sharing sessions to build team technical fluency
Qualifications
Required Qualifications
- 5+ years as Business/Systems Analyst with 2+ years of Salesforce experience
- Proven experience in preparing and maintaining a comprehensive range of technical and business documentation, including but not limited to:
- Functional, Business, and System Requirements
- Use Case Specifications
- Data Models
- User Stories
- Requirements Traceability Matrices
- Process maps, adapted to various methodologies (such as Agile or Waterfall) and organizational standards
- Strong understanding of enterprise systems, development processes, and agile methodologies
- Experience working closely with software development teams
- Proficiency in translating business concepts into technical documentation
- Analytical skills with process improvement experience
- Experience with data analysis/visualization tools and presenting insights
- Familiarity with API concepts, data models, and system integrations
- Comfortable with technical tools (Jira, Confluence, etc.)
- Excellent communication and collaboration skills across cross-functional teams
- Track record of knowledge transfer and enabling non-technical stakeholders
Preferred Qualifications
- Bachelor’s degree in applicable field of study preferred
- Salesforce certifications (Admin, Business Analyst, or related)
- Contact center/customer service systems experience
- Experience with AI/emerging technology implementation or evaluation
Success Metrics
- Reduced requirement clarification cycles and faster sprint velocity
- Decreased post-implementation rework
- Higher developer and project specialist satisfaction
- Actionable insights driving system optimization
- Measurable improvement in team technical fluency
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this roleat the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on manyfactors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount isearned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that areallocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolutediscretion, consistent with applicable 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.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
Skills Required
- 5+ years as a Business/Systems Analyst
- 2+ years of Salesforce experience (custom objects, validation rules, flows, reporting, case management)
- Experience preparing and maintaining functional, business, and system requirements, use case specifications, data models, user stories, and requirements traceability matrices
- Experience with process maps and process improvement methodologies (Agile or Waterfall)
- Experience working closely with software development teams and participating in Scrum/Kanban ceremonies
- Proficiency with technical collaboration tools (Jira, Confluence)
- Familiarity with API concepts, data models, and system integrations
- Experience with data analysis/visualization tools and presenting insights
- Experience coordinating User Acceptance Testing and creating technical documentation and training materials
- Bachelor's degree in applicable field of study
- Salesforce certifications (Admin, Business Analyst, or related)
- Contact center/customer service systems experience
- Experience evaluating or implementing AI/emerging technologies
AbbVie Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AbbVie and has not been reviewed or approved by AbbVie.
-
Retirement Support — 401(k) contributions include a dollar-for-dollar match up to 6% plus an additional annual company contribution tied to age and service. Company-paid life insurance and other financial protections further strengthen long-term security.
-
Parental & Family Support — Paid leave programs include up to 12 weeks at 100% for parental leave and separate paid caregiver leave, with eligibility after six months where noted. Adoption and surrogacy reimbursements and family-building resources add further support.
-
Healthcare Strength — Health coverage begins on day one with medical, dental, vision, mental health, and prescription benefits, and preventive care covered at 100%. Options such as HSAs/FSAs and coverage for spouses/domestic partners and children up to age 26 broaden accessibility.
AbbVie Insights
What We Do
AbbVie is a global biopharmaceutical company focused on creating medicines and solutions that put impact first — for patients, communities, and our world. We aim to address complex health issues and enhance people's lives through our core therapeutic areas: immunology, oncology, neuroscience, eye care, aesthetics and other areas of unmet need.
