Senior Analyst, Technical Business Solutions

American Health Packaging; Town of Texas (WI); Hybrid; USD 90,000 - 130,000; Full time

Job summary

American Health Packaging is seeking a Senior Business Analyst for the SGPO Salesforce CRM Team to bridge business and technical teams, documenting requirements and translating complex needs into scalable Salesforce solutions. A strong Service Cloud background and Experience Cloud familiarity are highly valued.

You will collaborate with Sales, Member Operations, and IT to optimize CRM processes, develop user stories, and drive continuous improvement across SGPO operations in a fast-paced,

Qualifications

• Bachelor's degree in Business Administration, Information Systems, or a related field.
• 5+ years as a Business Analyst with at least 3 years hands-on Salesforce CRM experience.
• Strong understanding of Salesforce Service Cloud and related automation capabilities.

Responsibilities

• Gather, document, and validate business and functional requirements for Salesforce CRM enhancements.
• Analyze current-state CRM workflows and identify gaps to drive future-state improvements.
• Translate requirements into user stories, acceptance criteria, and process diagrams.
• Collaborate with Sales, Member Operations, and IT as a liaison to the Salesforce team.
• Leverage CRM data to identify trends and support data-driven decisions.
• Support Agile sprint planning, backlog grooming, and milestone tracking.
• Assist with change management, end-user training, and communications for updates.

Skills

Requirements gathering

Process analysis

User story development

Stakeholder engagement

Data analysis

Agile/Scrum

Change management

Service Cloud expertise

Experience Cloud contribution

Continuous improvement

Education

Bachelor's degree in Business Administration or Information Systems

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