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Cencora

Senior Analyst, Technical Business Solutions

Cencora

. 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 .

Posted 9/15/2026full-timeRemote • Texas • United StatesSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Salesforce CRM, particularly in Service Cloud and Experience Cloud, with a strong ability to translate business requirements into actionable user stories and process improvements. Proficient in Agile methodologies and skilled in stakeholder communication and collaboration to drive successful project outcomes.

Highest-signal resume keywords
Salesforce Service Cloud ExpertiseAgile/Scrum MethodologiesRequirements Documentation (JIRA, Confluence)Business Analysis (5+ Years)Salesforce Administrator Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Salesforce CRMBusiness AnalysisRequirements DocumentationProcess ImprovementData AnalysisUser Story DevelopmentAcceptance Criteria DefinitionWorkflow AnalysisCase ManagementService Process Design
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsCritical ThinkingTime Management
Tools & Technologies
Salesforce Reports & DashboardsTableauJIRAConfluence
Certifications & Qualifications
Salesforce Administrator CertificationBusiness Analyst Certification
Industry Keywords
PharmaceuticalHealthcareLife SciencesChange ManagementCommercial Operations

Tech Stack

Tools & technologies
CloudTableau

About the role

Key responsibilities & impact
  • 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 strategic goals
  • Translate business requirements into user stories, acceptance criteria, and process flow diagrams for the Salesforce development team
  • Serve as a liaison between business stakeholders and the Salesforce technical team throughout the project lifecycle
  • Leverage CRM data to identify trends, measure solution impact, and support data-driven decision-making
  • Collaborate with Project Managers and Scrum Masters on Agile sprint planning, backlog grooming, and delivery milestone tracking
  • Support end-user training, communication planning, and adoption efforts for Salesforce platform updates and 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
  • Apply Salesforce Experience Cloud knowledge to support customer- or partner-facing portal experiences
  • Stay current on Salesforce product roadmap updates, industry best practices, and emerging CRM trends to recommend enhancements

Requirements

What you’ll need
  • Bachelor's degree in Business Administration, Information Systems, or a related field
  • 5+ years of experience as a Business Analyst
  • 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 such as JIRA and 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: Hands-on experience with Salesforce Experience Cloud, including portal/community design, user access management, and partner or customer engagement features
  • Preferred: Prior experience in the pharmaceutical, healthcare, or life sciences industry
  • Preferred: Salesforce Administrator or Business Analyst certification
  • Preferred: Familiarity with CRM data models, reporting tools such as Salesforce Reports & Dashboards and Tableau, and integration concepts
  • Preferred: Experience supporting commercial operations, specialty pharmacy, or sales enablement functions
  • Preferred: Knowledge of change management frameworks

Benefits

Comp & perks
  • Medical, dental, and vision care
  • Backup dependent care
  • Adoption assistance
  • Infertility coverage
  • Family building support
  • Behavioral health solutions
  • Paid parental leave
  • Paid caregiver leave
  • Training programs
  • Professional development resources
  • Mentorship programs
  • Employee resource groups
  • Volunteer activities