Note: The job is a remote job and is open to candidates in USA. Cencora is hiring a Senior Analyst, Technical Business Solutions for its Specialty Group Purchasing Organization Salesforce CRM team. The role bridges business stakeholders and technical teams by gathering requirements, analyzing and improving CRM processes, and supporting scalable Salesforce solutions and project delivery.
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
- 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
- Hands-on experience with Salesforce Experience Cloud, including portal/community design, user access management, and partner or customer engagement features
- Prior experience in the pharmaceutical, healthcare, or life sciences industry — including familiarity with industry-specific compliance, customer engagement models, specialty distribution, or group purchasing organizations (GPOs)
- Salesforce Administrator or Business Analyst certification (e.g., Salesforce Certified Administrator, Salesforce Certified Business Analyst, Salesforce Service Cloud Consultant)
- Familiarity with CRM data models, reporting tools (e.g., Salesforce Reports & Dashboards, Tableau), and integration concepts
- Experience supporting commercial operations, specialty pharmacy, or sales enablement functions
- Knowledge of change management frameworks (e.g., Pros
Benefits
- Medical, dental, and vision care
- Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave
- Training programs
- Professional development resources
- Opportunities to participate in mentorship programs
- Employee resource groups
- Volunteer activities
Company Overview