Senior Salesforce CRM Analyst - Service Cloud Expert

Mwiah; Philadelphia (Philadelphia County); 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

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.