Salesforce CRM Business Systems Analyst

MCKESSON; Ottawa; Hybrid; CAD 82,000 - 109,000; Full time

Job summary

McKesson seeks a Salesforce Business Systems Analyst to support CRM delivery across Sales Cloud and Service Cloud. You will elicit and translate business requirements into scalable technology solutions, ensuring alignment with business objectives and high-quality delivery of CRM capabilities.

You will work with stakeholders, product owners, and IT to define scope, facilitate workshops, and ensure traceability from requirements to delivery, while supporting data analysis and CRM optimization in a

Qualifications

• Experience with Salesforce CRM (Sales/Service Cloud)
• Strong requirements elicitation and stakeholder engagement
• Familiarity with Salesforce objects, workflows, and reporting
• Translate requirements into user stories and specs
• Knowledge of Agile/Scrum methodologies and tools (Jira, Azure DevOps)
• Ability to perform impact analysis and support decision-making
• Strong analytical thinking and problem-solving skills
• Effective communication with business and technical stakeholders
• Ability to manage multiple priorities in a fast-paced environment

Responsibilities

• Elicit, analyze, and document business requirements for Salesforce Sales Cloud and Service Cloud initiatives
• Translate business needs into detailed functional and technical specifications for development teams
• Collaborate with stakeholders, product owners, and IT to define scope and requirements
• Facilitate workshops, user story development, and backlog refinement
• Support solution design with developers and architects to ensure feasibility
• Conduct impact analysis and evaluate options and trade-offs
• Participate in system, integration, and UAT testing
• Ensure traceability between requirements, design, and delivery
• Support data analysis, process mapping, and CRM workflow optimization
• Identify opportunities for process improvement and automation
• Ensure governance, security, and data standards compliance
• Collaborate across teams to deliver projects

Skills

Salesforce CRM (Sales & Service Cloud)

Requirements elicitation

Salesforce platform capabilities

User stories & functional specs

Agile / Scrum

Jira / Azure DevOps

Impact analysis

Analytical thinking

Communication with stakeholders

Multitasking in fast-paced env

Education

Degree or equivalent experience

Tools

Salesforce Certifications

Job description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve ? we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow?s health today, we want to hear from you.

Salesforce CRM Business Systems Analyst

Summary

We are seeking a Salesforce Business Systems Analyst to support the delivery of CRM solutions across Sales Cloud and Service Cloud. This role is responsible for eliciting, analyzing, and translating business requirements into scalable technology solutions, ensuring alignment with business objectives and enabling efficient, high-quality delivery of CRM capabilities.

What You?ll Do

• Elicit, analyze, and document business requirements for Salesforce Sales Cloud and Service Cloud initiatives
• Translate business needs into detailed functional and technical specifications for development teams
• Collaborate with business stakeholders, product owners, and IT teams to define solution scope and requirements
• Facilitate requirements workshops, user story development, and backlog refinement
• Support solution design by working closely with developers and architects to ensure feasibility and alignment
• Conduct impact analysis and support decision-making by evaluating options and trade-offs
• Participate in system, integration, and user acceptance testing (UAT), ensuring requirements are met
• Ensure traceability between business requirements, design, and delivered solutions
• Support data analysis, process mapping, and optimization of CRM workflows
• Identify opportunities for process improvement, automation, and enhanced user experience
• Ensure compliance with enterprise governance, security, and data standards
• Collaborate across cross-functional teams to support successful project delivery

What You Bring

• Experience as a Business Systems Analyst supporting Salesforce CRM (Sales and/or Service Cloud)
• Strong skills in requirements elicitation, documentation, and stakeholder engagement
• Familiarity with Salesforce platform capabilities, including objects, workflows, and reporting
• Experience translating business requirements into user stories and functional specifications
• Understanding of Agile delivery methodologies and tools (e.g., Jira, Azure DevOps)
• Ability to perform impact analysis and support solution evaluation
• Strong analytical thinking and problem-solving skills
• Effective communication skills with both business and technical stakeholders
• Ability to manage multiple priorities and work in a fast-paced environment

Minimum Requirements

• Degree or equivalent experience
• Typically requires 4 years of relevant experience

Preferable Skills & Experience:

• Salesforce certifications (e.g., Salesforce Administrator, Business Analyst certification)
• Strong experience with Sales Cloud (Leads, Opportunities) and Service Cloud (Case Management, Omni-Channel)
• Experience with process mapping, workflow design, and CRM optimization
• Familiarity with data modeling, reporting, and data quality management in Salesforce
• Exposure to integrations between Salesforce and enterprise systems
• Experience working in Agile/Scrum delivery environments
• Knowledge of CRM transformation or migration initiatives
• Exposure to AI-driven CRM capabilities (e.g., Agentforce, Einstein features, etc.)
• Experience working in large enterprise or regulated environments.

Work Model / Physical Requirements

We are Flex and Connect with 2 days a week in office

Our Base Pay Range for this position

$81,500 - $108,600

For more information regarding benefits at McKesson, please

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson's full Equal Employment Opportunity policies, visit our page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) or (Canada) . Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!