Senior Salesforce CRM Analyst – SGPO

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

Benefits offered by this job

Training programs

Professional development resources

Mentorship programs

Employee resource groups

Volunteer activities

Job summary

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

The role emphasizes Service Cloud expertise, Experience Cloud familiarity, and collaboration with Sales, Member Operations, and IT to deliver agile improvements and data-driven decision support.

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

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.

Skills

Salesforce Service Cloud

Requirements gathering

Agile/Scrum

Data analysis

Stakeholder engagement

Communication skills

Problem solving

Education

Bachelor's degree in Business Administration, Information Systems, or a related field

Tools

JIRA

Confluence

Salesforce

Job description

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

The role emphasizes Service Cloud expertise, Experience Cloud familiarity, and collaboration with Sales, Member Operations, and IT to deliver agile improvements and data-driven decision support.