Senior Salesforce CRM Analyst — Service Cloud Expert

AmerisourceBergen Corporation (Cencora); Austin (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

Cencora is seeking a Senior Business Analyst for the SGPO Salesforce CRM Team to bridge business stakeholders and technical teams, documenting requirements, and shaping scalable Salesforce solutions that support specialty group purchasing growth.

Ideal candidates have 5+ years as a Business Analyst with 3+ years Salesforce CRM experience, strong Service Cloud knowledge, and experience with Agile delivery, JIRA/Confluence, and cross-functional collaboration.

Qualifications

• 5+ years as a Business Analyst, with at least 3 years Salesforce CRM experience.
• Strong, demonstrable understanding of Salesforce Service Cloud, including case management and automation.
• Proficient in requirements documentation tools (JIRA, Confluence).
• Demonstrated experience in Agile/Scrum delivery environments.
• Excellent analytical, problem-solving, and communication skills.
• Ability to present to senior stakeholders and manage multiple priorities.

Responsibilities

• Gather and document business requirements for Salesforce CRM enhancements and new capabilities.
• Translate requirements into well-defined user stories and acceptance criteria.
• Engage with stakeholders and the Salesforce technical team to ensure alignment.
• Support Agile sprint planning, backlog grooming, and delivery milestones.
• Perform data analysis to identify trends and measure solution impact.
• Assist with change management and end-user training for Salesforce updates.
• Serve as a subject matter expert on Salesforce Service Cloud and Experience Cloud when applicable.
• Stay current on Salesforce roadmap and industry best practices.

Skills

Salesforce CRM

Salesforce Service Cloud

Requirements gathering

Agile/Scrum

Stakeholder communication

Data analysis

Documentation tools (JIRA/Confluence)

Problem solving

Multitasking

Education

Bachelor's degree

Tools

JIRA

Confluence

Job description

Cencora is seeking a Senior Business Analyst for the SGPO Salesforce CRM Team to bridge business stakeholders and technical teams, documenting requirements, and shaping scalable Salesforce solutions that support specialty group purchasing growth.

Ideal candidates have 5+ years as a Business Analyst with 3+ years Salesforce CRM experience, strong Service Cloud knowledge, and experience with Agile delivery, JIRA/Confluence, and cross-functional collaboration.