Senior Business Analyst, Technical Business Solutions

About the role

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.

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
• Translate complex business needs into detailed user stories, process flows, use cases, acceptance criteria
• Analyze and document current-state (As-Is) and future-state (To-Be) business processes related to case management, omni-channel routing, knowledge management
• Configure and validate Salesforce Service Cloud features including Case Management, Omni-Channel, Knowledge Base, Entitlements, Milestones

What you need

• 5–9 yrs of experience
• Business analysis
• Salesforce
• Test cases
• Bug tracking
• Dashboarding
• JIRA
• B.Tech or B.E. or B.Sc or BCA or BBA

Good to have

• ITIL
• Confluence