CRM Senior Business Systems Analyst

What if the work you did every day could impact the lives of people you know? Or all of humanity? At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Summary The Business Systems Analyst is the design authority for Salesforce-based solutions across Illumina’s Commercial and Services organizations. This role bridges business intent and technical execution; translating business strategy, stakeholder needs, and product roadmaps into robust, scalable solution designs that the engineering team builds and delivers. You will work upstream of delivery; partnering with Product Owners to shape roadmaps, evaluating platform capabilities, and producing solution designs that account for Salesforce core, ServiceMax, Conga CPQ, Conga CLM, Data Cloud (Data 360), Agentforce, and enterprise integrations. You will earn influence through the quality of your designs and the trust you build with stakeholders and engineering teams alike. This role operates within an Agile Scrum delivery model. Product Owners in Commercial and Services define business priorities and roadmaps. Software Engineers, Test Automation Engineers (TAEs), and Technical Architects execute delivery. The Business Systems Analyst connects these activities ensuring what gets built is the right solution, designed for scale, and aligned to Illumina’s technology strategy. Your designs increasingly serve a second audience: the AI agents the engineering team uses to build. In an AI-augmented, spec-driven delivery model, a precise, testable, well-decomposed solution design is the specification that grounds reliable AI implementation, so the clarity of your designs, acceptance criteria, and data contracts now creates even more leverage. You also design the AI solutions themselves (Agentforce, Data Cloud) for evaluability, safe failure, and responsible, compliant use.

Solution Design & Architecture Own end-to-end solution design for Salesforce initiatives; from discovery through design approval. Produce technical design documents, data models, integration specifications, and architecture decision records. Evaluate and recommend solution approaches across the Salesforce ecosystem: Sales Cloud, Service Cloud, ServiceMax, Conga CPQ, Conga CLM, Data Cloud (Data 360), Agentforce, and Experience Cloud. Design cross-system solutions that account for integrations with middleware (SnapLogic), ERP (SAP), and other enterprise systems. Define data flows, API contracts, event-driven patterns, and error handling strategies. Conduct fit-gap analysis for new requirements; assessing when to leverage declarative capabilities, custom development, AppExchange products, or third-party solutions. Design solutions with security, compliance, scalability, and maintainability built in. Account for Salesforce governor limits, large data volumes, and multi-tenant architecture constraints. Design Agentforce agent