Senior Business Analyst, Technical Business Solutions
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Job Summary
Our team members are at the heart of everything we do. At Cencora we are united in our responsibility to create healthier futures and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
Salesforce Service Team
Job Summary
The Salesforce Senior Business Analyst on the Salesforce Service Team will serve as the critical bridge between business stakeholders and technical teams driving the discovery documentation and delivery of Salesforce Service Cloud solutions at Cencora. This role is responsible for deeply understanding business processes within customer service case management and support operations and translating those needs into clear actionable requirements that enable the development team to deliver high-impact Salesforce solutions. The ideal candidate is a strategic thinker with strong analytical skills hands-on Salesforce knowledge and a proven ability to lead requirements-gathering sessions facilitate workshops and champion continuous process improvement across service operations.
What Youll Do
- Serve as the primary liaison between business stakeholders incustomer service support operations and contact center teamsand the Salesforce technical delivery team
- Lead and facilitaterequirements-gathering workshops JAD (Joint Application Design) sessions and stakeholder interviews to elicit document and validate business requirements
- Translate complex business needs intodetailed user stories process flows use cases acceptance criteria and functional specifications aligned with Agile delivery standards
- Analyze and documentcurrent-state (As-Is) and future-state (To-Be)business processes related to case management omni-channel routing knowledge management and customer service workflows
- Configure and validateSalesforce Service Cloudfeatures including Case Management Omni-Channel Knowledge Base Entitlements Milestones and Service Level Agreements (SLAs)
- Collaborate with developers and architects to ensure technical solutions accurately reflect business requirements and align with Salesforce best practices
- Develop and maintainbusiness requirements documents (BRDs)functional specificationsdata mapping documents andtraceability matrices
- Lead and coordinateUser Acceptance Testing (UAT)activities including test plan creation test case development defect tracking and sign-off management
- Act as asubject matter expert (SME)for Salesforce Service Cloud capabilities guiding business teams on platform capabilities and best practices
- Identify opportunities forprocess automation and optimizationwithin service operations using Salesforce Flow Einstein AI and other platform tools
- Supportchange managementactivities including stakeholder communication training material development and end-user training delivery
- Manage and prioritize theproduct backlogin collaboration with the Product Owner ensuring stories are well-defined estimated and sprint-ready
- Partner with reporting and analytics teams to define and validateKPIs dashboards and reportsthat measure service performance and operational efficiency
- Participate inAgile/Scrum ceremoniesincluding sprint planning backlog grooming daily stand-ups and retrospectives
Basic Qualifications
- Bachelors degree in Information Technology Computer Science or a related field (or equivalent work experience)
- 5 yearsof experience as a Business Analyst with at least3 yearsfocused onSalesforceimplementations
- Demonstrated hands-on experience withSalesforce Service Cloud including Case Management Omni-Channel Knowledge Base and Entitlements
- Strong proficiency inAgile/Scrummethodologies including writing user stories defining acceptance criteria and managing product backlogs
- Experience facilitatingrequirements workshops stakeholder interviews andprocess mappingsessions with cross-functional teams
- Proficiency with business analysis tools such asJIRA Confluence Lucidchart Visio or equivalent
- Strong understanding ofSalesforce declarative capabilitiesincluding Flows Validation Rules Page Layouts and Record Types
- Excellent written and verbal communication skills with the ability to present complex information clearly to both technical and non-technical audiences
- Experience coordinating and leadingUATactivities including test case development and defect management
- ActiveSalesforce Certified Administratorcertification
Preferred Qualifications
- Salesforce Certified Service Cloud Consultantcertification
- Salesforce Certified Business Analystcertification
- Experience withSalesforce Einstein AIfeatures such as Einstein Case Classification Einstein Article Recommendations or Einstein Bots within a service context
- Familiarity withCTI (Computer Telephony Integration)platforms such asAmazon Connect Genesys or Avayaintegrated with Salesforce
- Experience working withAgentforcefor AI-powered customer service automation
- Knowledge ofITILor other service management frameworks and their application to Salesforce Service implementations
- Experience withSalesforce Field Service (FSL)orSalesforce Experience Cloud(Community portals for self-service)
- Familiarity withintegration concepts and their impact on service data flows
- Understanding ofdata governance data quality standards and reporting best practices within Salesforce
- Experience in thehealthcare pharmaceutical or life sciencesindustry
- Proven experience supportinglarge-scale enterprise Salesforce implementationswith multiple concurrent workstreams
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Bachelors degree in business administration computer science information systems or a related field or equivalent experience required.4 years of experience in technical product management technical business analysis solution architecture or a related field Business Analysis Professional (CBAP) or Agile Certifications (CSPO) or equivalent certification advanced capability in translating business needs into technical solutions with growing breadth across related domains (e.g. cloud integration enterprise architecture).Proven ability to deliver high-quality results on complex components and improve delivery outcomes.Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full timeCencora is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability veteran status or membership in any other class protected by federal state or local law.
The companys continued success depends on the full and effective utilization of qualified individuals. Therefore harassment is prohibited and all matters related to recruiting training compensation benefits promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
Required Experience:
Senior IC
About Company
Discover how Cencora delivers innovative cell and gene therapy solutions, enhancing patient access, affordability, and connectivity across treatment journeys.
