Job Summary

We are seeking a highly organized and detail-oriented IT Operations Analyst – Commercial Support to support commercial operations, including Market Access and Sales Force teams. This role focuses on process governance, stakeholder coordination, operational excellence, and continuous improvement within a regulated environment.
The ideal candidate will ensure high-quality deliverables, compliance adherence, and efficient workflow execution while collaborating with cross-functional teams and external partners.

Responsibilities
Market Access and Sales Force support within the bureaucratic and administrative scope;
Standardize and validate stakeholder team processes (ensuring adherence to compliance rules and best practices), while managing deliverables, deadlines, data quality, and pipelines;
Training and mapping of process improvement opportunities;
Active participation in periodic alignment meetings (daily, weekly, etc.) to manage demands and follow-ups (FUPs) for both Cognizant and MSD;
SLA Management: Consistently achieving a 90% target;
Testing and training for new process improvement applications;
Development of training materials and educational resources;
Creation, validation, and periodic updates of materials published on MSD’s internal portals (Intranet);
Contract submission, platform registration, and documentation validation for vendors contracted by Marketing, Market Access, and Sales Force departments.
Required Qualifications
Advanced proficiency in Portuguese and English (written and spoken).
Experience in operations, IT support, or commercial support roles .
Strong knowledge of process management, documentation, and governance practices .
Ability to manage multiple tasks, deadlines, and stakeholders simultaneously.
Strong attention to detail and commitment to data quality. Preferred Skills
Experience supporting pharmaceutical, healthcare, or commercial operations environments.
Familiarity with SLA/KPI tracking and reporting .
Experience with vendor management and contract processes .
Knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma).
Strong communication and stakeholder management skills. Work Model
Hybrid work model based in São Paulo, Brazil .