Senior Analyst, Technical Business Solutions

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Senior Business Analyst — Specialty Group Purchasing Organization (SGPO) Salesforce CRM Team Position Summary The Senior Business Analyst for the Specialty Group Purchasing Organization (SGPO) Salesforce CRM Team plays a critical role in bridging the gap between business stakeholders and technical teams to drive the strategic evolution of our Salesforce CRM platform. This individual will be responsible for gathering and documenting business requirements, analyzing CRM processes, and translating complex business needs into scalable Salesforce solutions that support Cencora's specialty group purchasing operations and growth objectives. A strong understanding of Salesforce Service Cloud is essential, and familiarity with Experience Cloud is highly valued.

Requirements Gathering & Documentation  — Partner with stakeholders across Sales, Member Operations, and IT to elicit, document, and validate business and functional requirements for Salesforce CRM enhancements and new capabilities. Process Analysis & Optimization  — Analyze current-state CRM workflows, identify gaps and inefficiencies, and recommend future-state process improvements aligned with SGPO's specialty group purchasing strategic goals. User Story Development  — Translate business requirements into well-defined user stories, acceptance criteria, and process flow diagrams for the Salesforce development team. Stakeholder Engagement  — Serve as a trusted liaison between business stakeholders and the Salesforce technical team, facilitating clear communication and alignment throughout the project lifecycle. Data Analysis  — Leverage CRM data to identify trends, measure solution impact, and support data-driven decision-making across the SGPO organization. Project Delivery Support  — Collaborate with Project Managers and Scrum Masters to support Agile sprint planning, backlog grooming, and delivery milestone tracking. Change Management  — Support end-user training, communication planning, and adoption efforts related to Salesforce platform updates and new feature rollouts. Service Cloud Expertise  — Serve as a subject matter expert on Salesforce Service Cloud, supporting case management, service console configuration requirements, entitlements, and customer service process design specific to specialty group purchasing workflows.

Cloud Contribution  — Apply knowledge of Salesforce Experience Cloud to support the design and enhancement of customer- or partner-facing portal experiences where applicable. Continuous Improvement  — Stay current on Salesforce product roadmap updates, industry best practices, and emerging CRM trends to proactively recommend enhancements that benefit the SGPO business.

Bachelor's degree in Business Administration, Information Systems, or a related field 5+ years of experience as a Business Analyst, with at least 3 years of hands-on Salesforce CRM experience Strong, demonstrable understanding of Salesforce Service Cloud , including case management, service processes, queues, and automation capabilities Strong proficiency in requirements documentation tools (e.g., JIRA, Confluence) Demonstrated experience working in Agile/Scrum delivery environments Excellent analytical, problem-solving, and critical thinking skills Strong verbal and written communication skills with the ability to present to senior stakeholders Ability to manage multiple priorities and thrive in a fast-paced, matrixed organization Preferred Qualifications Hands-on experience with  Salesforce Experience