IT Business Analyst - Omnichannel Orchestration

About the role

Roche is building a scalable, compliant omnichannel engagement ecosystem for personalized, data-driven interactions across channels. As an IT Business Analyst within Omnichannel Orchestration, you will act as the bridge between business stakeholders, affiliate teams and technology delivery teams, turning business needs into clear requirements and supporting the rollout, adoption and continuous improvement of omnichannel capabilities across Pharma International affiliates.

Key responsibilities

• Gather, analyze and document business requirements for omnichannel engagement, customer journeys, audience segmentation and activation use cases, and turn them into user stories, process flows, functional requirements and acceptance criteria.
• Facilitate workshops, discovery sessions and requirement-gathering activities with global and affiliate stakeholders, and support backlog refinement and prioritization with Product Owners.
• Act as a key contact for affiliate teams adopting omnichannel capabilities, supporting onboarding, demonstrations, training and business readiness, and improving adoption, efficiency and user experience.
• Partner with Product Owners, Solution Architects, Engineers, Data Teams and vendors, and support testing, validation and user acceptance.
• Analyze business processes for optimization and standardization, contribute to documentation, governance and best practices, and support reporting and measurement of outcomes.

Required profile

• 5+ years of experience in Business Analysis, Consulting, Product Delivery, CRM, Marketing Technology, Omnichannel Engagement or Digital Transformation.
• Experience gathering and documenting requirements and working in Agile delivery environments.
• Strong stakeholder management and experience in large-scale enterprise transformation or digital engagement programs.
• Ability to coordinate cross-functional teams, external vendors and implementation partners, and to manage dependencies across business, product, architecture, data and engineering teams.
• University degree required; Agile, Product Owner, Adobe, CRM or marketing technology certifications are a plus.

Required skills

• Familiarity with Adobe Experience Platform (AEP), Adobe Journey Optimizer (AJO), CRM and marketing automation ecosystems, and customer journey orchestration, segmentation and activation concepts.
• Understanding of omnichannel engagement, campaign execution, customer journeys, audience segmentation and activation workflows.