Senior Business Analyst, Technical Business Solutions

About this role

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Skills you'll use

What you'll do

• 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

Who can apply

• 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, and managing product backlogs
• Experience facilitating requirements workshops, stakeholder interviews, and process mapping sessions with cross-functional teams
• Proficiency with business analysis tools such as JIRA, Confluence, Lucidchart, Visio, or equivalent
• Strong understanding of Salesforce declarative capabilities including Flows, Validation Rules, Page Layouts, and Record Types
• Excellent written and verbal communication skills with the ability to present complex information clearly to both technical and non-technical audiences
• Experience coordinating and leading UAT activities including test case development and defect management
• Active Salesforce Certified Administrator certification

About Cencora

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