Information Technology Business Relationship Manager
Excelon Solutions, California, MO, United States
Position: IT Business Relationship Manager
Location: Alameda, CA (Onsite)
Job Description
Abbott is seeking an experienced
IT Business Relationship Manager (BRM)
to support the
Electronic Consumer Call Center (EC3)
Salesforce application within ADC. EC3 is a US‑based customer engagement platform used by ADC Customer Service teams to support
FreeStyle Libre consumers
through non‑complaint, non‑technical interactions. The platform enables electronic voucher (eCard) issuance, program enrollment, customer opt‑ins, and campaign outreach, and is expanding to support
Key Account Management (KAM)
for Health Systems and Market Access. The IT BRM serves as the
primary interface between Business and IT , ensuring EC3 continues to deliver value, operates compliantly, and evolves in alignment with ADC business priorities. Required Qualifications
Bachelor’s degree in Information Systems, Business, or related discipline. 7+ years of experience in IT Business Relationship Management, IT Business Partnering, Product Ownership, or Application Management roles. Hands‑on experience supporting
Salesforce
platforms, preferably Service Cloud. Experience working in healthcare, life sciences, or other regulated industries. Demonstrated ability to work effectively with onshore and offshore delivery teams. Preferred Qualifications
Experience supporting:
Call center or consumer engagement platforms Digital voucher, incentive, or eCard programs Pharmacy, payer, or Medicare / Medicaid‑related workflows Salesforce certifications (Administrator, Service Cloud Consultant, or equivalent). Experience supporting CRM expansion to enterprise or Key Account Management use cases. Strong stakeholder management and communication skills. Ability to translate complex business needs into actionable IT priorities. Comfortable operating in fast‑paced, multi‑priority environments. Strong problem‑solving, organization, and decision‑making skills.
Primary Responsibilities
Business Partnership & Engagement
Serve as the
primary IT partner
for EC3 business stakeholders across Customer Service, Commercial Programs, Market Access, and Key Account Management. Build strong working relationships with business leaders and operational teams to understand priorities, challenges, and success metrics. Act as a trusted advisor, helping business partners leverage EC3 capabilities to meet consumer engagement goals. Application Ownership (EC3)
Ensure alignment between business objectives and EC3 capabilities, including:
Account Management (Business & Person Accounts) Case Management (multiple intake channels) eCard issuance and third‑party fulfillment Campaigns, Knowledge, and Reporting Support the expansion of EC3 into broader CRM capabilities for KAM users.
Demand, Delivery & Release Management
Intake, assess, and prioritize business demand in partnership with stakeholders. Translate business needs into clear requirements and priorities for IT delivery teams. Partner with Product Managers, Business Systems Analysts, and Salesforce Dev/Ops teams to:
Review requirements and solution designs Support UAT and business acceptance Drive timely and high‑quality delivery Support a multi‑release annual delivery cadence using Agile and hybrid methodologies.
Operational Excellence & Change Management
Monitor EC3 operational performance from a business impact perspective (agent efficiency, case handling, eCard processing). Partner with IT Ops, SQA, and Business teams to identify trends, risks, and improvement opportunities. Lead business‑side change management, including communications, readiness, and training coordination. Ensure EC3 operates in alignment with Abbott policies, data privacy standards, and security controls. Maintain awareness of regulated
on‑quality system boundaries and support compliant decision‑making. Balance business needs with risk management and technical constraints.
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Abbott is seeking an experienced
IT Business Relationship Manager (BRM)
to support the
Electronic Consumer Call Center (EC3)
Salesforce application within ADC. EC3 is a US‑based customer engagement platform used by ADC Customer Service teams to support
FreeStyle Libre consumers
through non‑complaint, non‑technical interactions. The platform enables electronic voucher (eCard) issuance, program enrollment, customer opt‑ins, and campaign outreach, and is expanding to support
Key Account Management (KAM)
for Health Systems and Market Access. The IT BRM serves as the
primary interface between Business and IT , ensuring EC3 continues to deliver value, operates compliantly, and evolves in alignment with ADC business priorities. Required Qualifications
Bachelor’s degree in Information Systems, Business, or related discipline. 7+ years of experience in IT Business Relationship Management, IT Business Partnering, Product Ownership, or Application Management roles. Hands‑on experience supporting
Salesforce
platforms, preferably Service Cloud. Experience working in healthcare, life sciences, or other regulated industries. Demonstrated ability to work effectively with onshore and offshore delivery teams. Preferred Qualifications
Experience supporting:
Call center or consumer engagement platforms Digital voucher, incentive, or eCard programs Pharmacy, payer, or Medicare / Medicaid‑related workflows Salesforce certifications (Administrator, Service Cloud Consultant, or equivalent). Experience supporting CRM expansion to enterprise or Key Account Management use cases. Strong stakeholder management and communication skills. Ability to translate complex business needs into actionable IT priorities. Comfortable operating in fast‑paced, multi‑priority environments. Strong problem‑solving, organization, and decision‑making skills.
Primary Responsibilities
Business Partnership & Engagement
Serve as the
primary IT partner
for EC3 business stakeholders across Customer Service, Commercial Programs, Market Access, and Key Account Management. Build strong working relationships with business leaders and operational teams to understand priorities, challenges, and success metrics. Act as a trusted advisor, helping business partners leverage EC3 capabilities to meet consumer engagement goals. Application Ownership (EC3)
Ensure alignment between business objectives and EC3 capabilities, including:
Account Management (Business & Person Accounts) Case Management (multiple intake channels) eCard issuance and third‑party fulfillment Campaigns, Knowledge, and Reporting Support the expansion of EC3 into broader CRM capabilities for KAM users.
Demand, Delivery & Release Management
Intake, assess, and prioritize business demand in partnership with stakeholders. Translate business needs into clear requirements and priorities for IT delivery teams. Partner with Product Managers, Business Systems Analysts, and Salesforce Dev/Ops teams to:
Review requirements and solution designs Support UAT and business acceptance Drive timely and high‑quality delivery Support a multi‑release annual delivery cadence using Agile and hybrid methodologies.
Operational Excellence & Change Management
Monitor EC3 operational performance from a business impact perspective (agent efficiency, case handling, eCard processing). Partner with IT Ops, SQA, and Business teams to identify trends, risks, and improvement opportunities. Lead business‑side change management, including communications, readiness, and training coordination. Ensure EC3 operates in alignment with Abbott policies, data privacy standards, and security controls. Maintain awareness of regulated
on‑quality system boundaries and support compliant decision‑making. Balance business needs with risk management and technical constraints.
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