Senior Business Analyst, Technical Business Solutions

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Job Details

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 You'll Do Serve as the primary liaison between business stakeholders in  customer service, support operations, and contact center teams  and the Salesforce technical delivery team Lead and facilitate  requirements-gathering workshops, JAD (Joint Application Design) sessions , and stakeholder interviews to elicit, document, and validate business requirements Translate complex business needs into  detailed user stories, process flows, use cases, acceptance criteria , and functional specifications aligned with Agile delivery standards Analyze and document  current-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 validate  Salesforce Service Cloud  features 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 maintain  business requirements documents (BRDs) ,  functional specifications ,  data mapping documents , and  traceability matrices Lead and coordinate  User Acceptance Testing (UAT)  activities including test plan creation, test case development, defect tracking, and sign-off management Act as a  subject matter expert (SME)  for Salesforce Service Cloud capabilities, guiding business teams on platform capabilities and best practices Identify opportunities for  process automation and optimization  within service operations using Salesforce Flow, Einstein AI, and other platform tools Support  change management  activities including stakeholder communication, training material development, and end-user training delivery Manage and prioritize the  product backlog  in collaboration with the Product Owner, ensuring stories are well-defined, estimated, and sprint-ready Partner with reporting and analytics teams to define and validate  KPIs, dashboards, and reports  that measure service performance and operational efficiency Participate in  Agile/Scrum ceremonies  including sprint planning, backlog grooming, daily stand-ups, and retrospectives Basic Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience) 5+ years  of experience as a Business Analyst, with at least  3+ years  focused on  Salesforce  implementations Demonstrated hands-on experience with  Salesforce Service Cloud , including Case Management, Omni-Channel, Knowledge Base, and Entitlements Strong proficiency in  Agile/Scrum  methodologies, including writing user stories, defining acceptance criteria, and managing product backlogs Experience facilitating  requirements workshops, stakeholder interviews , and  process mapping  sessions with cross-functional teams Proficiency with business analysis tools such as  JIRA, Confluence, Lucidchart, Visio , or equivalent Strong understanding of  Salesforce declarative capabilities  including 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 leading  UAT  activities including test case development and defect management Active  Salesforce Certified Administrator  certification Preferred Qualifications Salesforce Certified Service Cloud Consultant  certification Salesforce Certified Business Analyst  certification Experience with  Salesforce Einstein AI  features such as Einstein Case Classification, Einstein Article Recommendations, or Einstein Bots within a service context Familiarity with  CTI (Computer Telephony Integration)  platforms such as  Amazon Connect, Genesys, or Avaya  integrated with Salesforce Experience working with  Agentforce  for AI-powered customer service automation Knowledge of  ITIL  or other service management frameworks and their application to Salesforce Service implementations Experience with  Salesforce Field Service (FSL)  or  Salesforce Experience Cloud  (Community portals for self-service) Familiarity with integration concepts and their impact on service data flows Understanding of  data governance , data quality standards, and reporting best practices within Salesforce Experience in the  healthcare, pharmaceutical, or life sciences  industry Proven experience supporting  large-scale, enterprise Salesforce implementations  with multiple concurrent workstreams  

. Bachelor's 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 required.

Certified Business Analysis Professional (CBAP) or Agile Certifications (CSPO), or equivalent certification preferred.

Demonstrates 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.

What Cencora offers

​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 time

Affiliated Companies Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED

Equal Employment Opportunity

Cencora 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 company’s 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 hrsc@cencora.com . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned