Senior Analyst, Technical Business Solutions

Mwiah; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Mwiah seeks a Senior Business Analyst for the SGPO Salesforce CRM Team to bridge business and IT, gathering requirements, documenting user stories, and guiding Salesforce enhancements aligned with specialty group purchasing goals.

You will own process analysis, stakeholder engagement, data-driven decision support, and Agile delivery with focus on Service Cloud and Experience Cloud to enable scalable, compliant operations.

Qualifications

• 5+ years of experience as a Business Analyst with at least 3 years of Salesforce CRM experience.
• Strong understanding of Salesforce Service Cloud and related case management features.
• Proven ability to document requirements and translate them into user stories.
• Experience working in Agile/Scrum delivery environments.
• Excellent analytical and communication skills.

Responsibilities

• Requirements gathering and documentation across Sales, Member Operations and IT.
• Analyze current CRM processes and identify gaps for improvements.
• Translate requirements into user stories, acceptance criteria, and process flows.
• Serve as liaison between business stakeholders and Salesforce team.
• Analyze CRM data to identify trends and support decision making.
• Support Agile sprint planning and backlog grooming.
• Assist change management, training, and feature rollout activities.
• Provide subject-matter expertise on Salesforce Service Cloud and Experience Cloud.

Skills

Business analysis

Salesforce Service Cloud

Stakeholder communication

Agile/Scrum

Requirements gathering

Education

Bachelor's degree in Business Administration, Information Systems, or related field

Tools

JIRA

Confluence

Job description

**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 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