Senior Salesforce CRM Analyst — SGPO & Service Cloud

Cencora; Philadelphia (Philadelphia County); On-site; USD 100,000 - 140,000; Full time

Job summary

Cencora is seeking a Senior Business Analyst for the SGPO Salesforce CRM Team in the Philadelphia area. You will bridge business stakeholders and technical teams, gather requirements, analyze CRM processes, and translate needs into scalable Salesforce solutions to support specialty group purchasing growth.

The role emphasizes Service Cloud expertise, stakeholder communication, and data-driven decision making, with a focus on process improvements and end-user training.

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 proficiency in requirements documentation tools (e.g., JIRA, Confluence).
• 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.

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

Requirements gathering

Stakeholder communication

Process analysis

User story development

Data analysis

Change management

Team collaboration

Salesforce Experience Cloud

Salesforce Service Cloud

Education

Bachelor’s degree

Tools

Salesforce CRM

JIRA

Confluence

Job description

Cencora is seeking a Senior Business Analyst for the SGPO Salesforce CRM Team in the Philadelphia area. You will bridge business stakeholders and technical teams, gather requirements, analyze CRM processes, and translate needs into scalable Salesforce solutions to support specialty group purchasing growth.

The role emphasizes Service Cloud expertise, stakeholder communication, and data-driven decision making, with a focus on process improvements and end-user training.