Senior Business Analyst, Technical Business Solutions

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Salesforce Service Team Job Summary The Salesforce Senior Business Analyst on the Salesforce Service Team will serve as the critical bridge between business stakeholders and technical teams, driving the discovery, documentation, and delivery of Salesforce Service Cloud solutions at Cencora. This role is responsible for deeply understanding business processes within customer service, case management, and support operations, and translating those needs into clear, actionable requirements that enable the development team to deliver high-impact Salesforce solutions. The ideal candidate is a strategic thinker with strong analytical skills, hands-on Salesforce knowledge, and a proven ability to lead requirements-gathering sessions, facilitate workshops, and champion continuous process improvement across service operations.

Serve as the primary liaison between business stakeholders in  customer service, support operations, and contact center teams  and the Salesforce technical delivery team Lead and facilitate  requirements-gathering workshops, JAD (Joint Application Design) sessions , and stakeholder interviews to elicit, document, and validate business requirements Translate complex business needs into  detailed user stories, process flows, use cases, acceptance criteria , and functional specifications aligned with Agile delivery standards Analyze and document  current-state (As-Is) and future-state (To-Be)  business processes related to case management, omni-channel routing, knowledge management, and customer service workflows Configure and validate  Salesforce Service Cloud  features including Case Management, Omni-Channel, Knowledge Base, Entitlements, Milestones, and Service Level Agreements (SLAs) Collaborate with developers and architects to ensure technical solutions accurately reflect business requirements and align with Salesforce best practices Develop and maintain  business requirements documents (BRDs) ,  functional specifications ,  data mapping documents , and  traceability matrices Lead and coordinate  User Acceptance Testing (UAT)  activities including test plan creation, test case development, defect tracking, and sign-off management Act as a  subject matter expert (SME)  for Salesforce Service Cloud capabilities, guiding business teams on platform capabilities and best practices Identify opportunities for  process automation and optimization  within service operations using Salesforce Flow, Einstein AI, and other platform tools Support  change management  activities including stakeholder communication, training material development, and end-user training delivery Manage and prioritize the  product backlog  in collaboration with the Product Owner, ensuring stories are well-defined, estimated, and sprint-ready Partner with reporting and analytics teams to define and validate  KPIs, dashboards, and reports  that measure service performance and operational efficiency Participate in  Agile/Scrum ceremonies  including sprint planning, backlog grooming, daily stand-ups, and retrospectives Basic Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience) 5+ years  of experience as a Business Analyst, with at least  3+ years  focused on  Salesforce  implementations Demonstrated hands-on experience with  Salesforce Service Cloud , including Case Management, Omni-Channel, Knowledge Base, and Entitlements Strong proficiency in  Agile/Scrum  methodologies, including writing user stories, defining acceptance criteria,