Senior Salesforce CRM Analyst – Service Cloud Expert

AmerisourceBergen Corporation (Cencora)

Darby (Delaware County)

On-site

USD 95,000 - 125,000

Full time

14 days+

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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.