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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
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Serve as the primary liaison between business stakeholders in customer service, support operations, and contact center teams and the Salesforce technical delivery team
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Lead and facilitate requirements-gathering workshops, JAD (Joint Application Design) sessions, and stakeholder interviews to elicit, document, and validate business requirements
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Translate complex business needs into detailed user stories, process flows, use cases, acceptance criteria, and functional specifications aligned with Agile delivery standards
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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
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Configure and validate Salesforce Service Cloud features including Case Management, Omni-Channel, Knowledge Base, Entitlements, Milestones, and Service Level Agreements (SLAs)
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Collaborate with developers and architects to ensure technical solutions accurately reflect business requirements and align with Salesforce best practices
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Develop and maintain business requirements documents (BRDs), functional specifications, data mapping documents, and traceability matrices
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Lead and coordinate User Acceptance Testing (UAT) activities including test plan creation, test case development, defect tracking, and sign-off management
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Act as a subject matter expert (SME) for Salesforce Service Cloud capabilities, guiding business teams on platform capabilities and best practices
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Identify opportunities for process automation and optimization within service operations using Salesforce Flow, Einstein AI, and other platform tools
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Support change management activities including stakeholder communication, training material development, and end-user training delivery
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Manage and prioritize the product backlog in collaboration with the Product Owner, ensuring stories are well-defined, estimated, and sprint-ready
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Partner with reporting and analytics teams to define and validate KPIs, dashboards, and reports that measure service performance and operational efficiency
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Participate in Agile/Scrum ceremonies including sprint planning, backlog grooming, daily stand-ups, and retrospectives
Basic Qualifications
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Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
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5+ years of experience as a Business Analyst, with at least 3+ years focused on Salesforce implementations
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Demonstrated hands-on experience with Salesforce Service Cloud, including Case Management, Omni-Channel, Knowledge Base, and Entitlements
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Strong proficiency in Agile/Scrum methodologies, including writing user stories, defining acceptance criteria, and managing product backlogs
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Experience facilitating requirements workshops, stakeholder interviews, and process mapping sessions with cross-functional teams
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Proficiency with business analysis tools such as JIRA, Confluence, Lucidchart, Visio, or equivalent
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Strong understanding of Salesforce declarative capabilities including Flows, Validation Rules, Page Layouts, and Record Types
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Excellent written and verbal communication skills with the ability to present complex information clearly to both technical and non-technical audiences
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Experience coordinating and leading UAT activities including test case development and defect management
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Active Salesforce Certified Administrator certification
Preferred Qualifications
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Salesforce Certified Service Cloud Consultant certification
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Salesforce Certified Business Analyst certification
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Experience with Salesforce Einstein AI features such as Einstein Case Classification, Einstein Article Recommendations, or Einstein Bots within a service context
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Familiarity with CTI (Computer Telephony Integration) platforms such as Amazon Connect, Genesys, or Avaya integrated with Salesforce
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Experience working with Agentforce for AI-powered customer service automation
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Knowledge of ITIL or other service management frameworks and their application to Salesforce Service implementations
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Experience with Salesforce Field Service (FSL) or Salesforce Experience Cloud (Community portals for self-service)
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Familiarity with integration concepts and their impact on service data flows
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Understanding of data governance, data quality standards, and reporting best practices within Salesforce
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Experience in the healthcare, pharmaceutical, or life sciences industry
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Proven experience supporting large-scale, enterprise Salesforce implementations with multiple concurrent workstreams
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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.
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: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED
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 [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
