Innovation Strategy Requirements Analyst

Job Description
We'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:
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
Additional Information
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
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

Compensation:
$78,500-$78,500 per year