Senior Salesforce CRM Analyst – Service Cloud Expert

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

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,