Senior Analyst, Technical Business Solutions

AmerisourceBergen Corporation (Cencora); Darby (Delaware County); On-site; USD 95,000 - 125,000; Full time

Job summary

Cencora in the United States is seeking a Senior Business Analyst for the SGPO Salesforce CRM Team to bridge business needs with IT delivery. You will gather requirements, analyze CRM processes, and translate them into scalable Salesforce solutions that support SGPO operations.

The role requires deep Salesforce Service Cloud expertise, experience with Experience Cloud, and strong collaboration with Sales, IT, and operations to drive process improvements and successful project outcomes.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, or a related field.
• 5+ years of experience as a Business Analyst with Salesforce CRM experience.
• Strong understanding of Salesforce Service Cloud including case management and automation.
• Proficient with requirements documentation tools like JIRA and Confluence.
• Experience in Agile/Scrum delivery environments.

Responsibilities

• Requirements gathering & documentation with stakeholders.
• Process analysis and optimization of CRM workflows.
• User story development with acceptance criteria for Salesforce team.
• Stakeholder engagement and alignment across project lifecycle.
• Data analysis to identify trends and measure impact.
• Support Agile sprint planning and backlog grooming.
• Contribute to change management and user training.
• Provide Salesforce Service Cloud expertise for case management and service console.
• Support Experience Cloud design where applicable.
• Stay current with Salesforce roadmaps and CRM trends.

Skills

Requirements gathering

Documentation

Stakeholder engagement

Salesforce Service Cloud

Agile/Scrum

Data analysis

Communication

Prioritization

Education

Bachelor's degree in Business Administration / Information Systems

Tools

JIRA

Confluence

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Job Details

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.

Key Responsibilities

• 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.
• Experience 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.

Required Qualifications

• 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 withSalesforce Experience Cloud, including portal/community design, user access management, and partner or customer engagement features
• Prior experience in thepharmaceutical, 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

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit cencora

Equal Employment Opportunity

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 or email . We will make accommodation determinations on a request‑by‑request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Affiliated Companies

Affiliated Companies: AmerisourceBergen Services Corporation