Senior Analyst, Patient Support Programs

Purpose: This position will support the end-to-end roadmap for telephony systems spanning multiple functions throughout AbbVie OneHUB and own business requirements from intake and discovery through implementation and ongoing optimization. This role will partner with functional stakeholders, IT and third-party vendors to translate business needs into prioritized requirements, user stories and acceptance criteria that enable a connected customer experience. This role will also serve as the business resource for telephony capabilities, workflows and integration requirements and coordinate cross-functional priorities, dependencies, and testing to ensure solutions meet agreed business needs and regulatory requirements. Ultimately, this position will support the development and implementation of a connected customer experience. Responsibilities: •Partner with stakeholders across OneHUB functions to understand end-to-end telephony needs, workflows and customer journeys, ensuring solutions support patients and health care professionals in compliance with regulatory guidelines. •Support development and ongoing management of a unified telephony roadmap, aligning enhancements, sequencing and dependencies with cross-functional priorities and business objectives. •Own the end-to-end business requirements lifecycle, including intake, discovery, documentation, validation, traceability and change management. Translate stakeholder needs into clear requirements, user stories and measurable acceptance criteria. •Maintain a consolidated requirements backlog and facilitate prioritization with business stakeholders and IT based on business value, customer impact, risk, dependencies and available resources. Escalate competing needs for resolution. •Serve as the business subject matter resource for telephony capabilities and workflows, including call routing, interactive voice response, queue management and integration requirements with customer relationship management systems and related services. Partner with IT and vendors on solution design and delivery. •Help document current- and future-state process flows, identify opportunities for standardization and automation, and assess the impact of proposed changes across OneHUB functions. •Coordinate business validation and user acceptance testing against agreed requirements and acceptance criteria. Track defects, support issue resolution and obtain stakeholder confirmation of business readiness. •Coordinate rollout readiness, stakeholder communications, training needs and operational handoffs with functional teams, IT and vendors to support adoption and continuity of service. •Use telephony reporting, call and case monitoring insights, and stakeholder feedback to assess outcomes, identify service gaps and risks, and recommend improvements that inform the roadmap. •Partner with IT and third-party vendors to monitor capabilities, track delivery commitments, surface dependencies and risks, and support resource planning and ongoing optimization of telephony services. Responsibilities: •Partner with stakeholders across OneHUB functions to understand end-to-end telephony needs, workflows and customer journeys, ensuring solutions support patients and health care professionals in compliance with regulatory guidelines. •Support development and ongoing management of a unified telephony roadmap, aligning enhancements, sequencing and dependencies with cross-functional priorities and business objectives. •Own the end-to-end business requirements lifecycle, including intake, discovery, documentation, validation, traceability and change management. Translate stakeholder needs into clear requirements, user stories and measurable acceptance criteria. •Maintain a consolidated requirements backlog and facilitat