Senior Analyst, Technical Business Solutions

Cencora•Philadelphia, TX

About The Position

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

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

Nice To Haves

Hands-on experience with Salesforce Experience Cloud, including portal/community design, user access management, and partner or customer engagement features
Prior experience in the pharmaceutical, healthcare, or life sciences industry — including familiarity with industry-specific compliance, customer engagement models, specialty distribution, or group purchasing organizations (GPOs)
Salesforce Administrator or Business Analyst certification (e.g., Salesforce Certified Administrator, Salesforce Certified Business Analyst, Salesforce Service Cloud Consultant)
Familiarity with CRM data models, reporting tools (e.g., Salesforce Reports & Dashboards, Tableau), and integration concepts
Experience supporting commercial operations, specialty pharmacy, or sales enablement functions
Knowledge of change management frameworks (e.g., Pros

Responsibilities

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.
Analyze current-state CRM workflows, identify gaps and inefficiencies, and recommend future-state process improvements aligned with SGPO's specialty group purchasing strategic goals.
Translate business requirements into well-defined user stories, acceptance criteria, and process flow diagrams for the Salesforce development team.
Serve as a trusted liaison between business stakeholders and the Salesforce technical team, facilitating clear communication and alignment throughout the project lifecycle.
Leverage CRM data to identify trends, measure solution impact, and support data-driven decision-making across the SGPO organization.
Collaborate with Project Managers and Scrum Masters to support Agile sprint planning, backlog grooming, and delivery milestone tracking.
Support end-user training, communication planning, and adoption efforts related to Salesforce platform updates and new feature rollouts.
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.
Apply knowledge of Salesforce Experience Cloud to support the design and enhancement of customer- or partner-facing portal experiences where applicable.
Stay current on Salesforce product roadmap updates, industry best practices, and emerging CRM trends to proactively recommend enhancements that benefit the SGPO business.