{"id":1174275,"url":"https://alion.io/job/cencora-senior-business-analyst-technical-business-solutions","title":"Senior Business Analyst, Technical Business Solutions","company":{"id":1040788,"name":"Cencora","domain":"cencora.com","url":"https://alion.io/company/cencora","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":87,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":48000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1330},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Confluence","optional":false},{"name":"Salesforce Flow","optional":false},{"name":"Scrum","optional":false},{"name":"Agentforce","optional":true},{"name":"Apex","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-08-05T00:00:00Z","employer_posted_date":"2026-08-05","last_verified_at":"2026-09-26T01:47:29Z","board_verified":true,"closed_at":null,"days_open":52,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":52},"description":"Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!\nJob Details\nSalesforce Service Team\nJob Summary\nThe 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.\nWhat You'll Do\nServe as the primary liaison between business stakeholders in customer service, support operations, and contact center teams and the Salesforce technical delivery team\nLead and facilitate requirements-gathering workshops, JAD (Joint Application Design) sessions, and stakeholder interviews to elicit, document, and validate business requirements\nTranslate complex business needs into detailed user stories, process flows, use cases, acceptance criteria, and functional specifications aligned with Agile delivery standards\nAnalyze 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\nConfigure and validate Salesforce Service Cloud features including Case Management, Omni-Channel, Knowledge Base, Entitlements, Milestones, and Service Level Agreements (SLAs)\nCollaborate with developers and architects to ensure technical solutions accurately reflect business requirements and align with Salesforce best practices\nDevelop and maintain business requirements documents (BRDs), functional specifications, data mapping documents, and traceability matrices\nLead and coordinate User Acceptance Testing (UAT) activities including test plan creation, test case development, defect tracking, and sign-off management\nAct as a subject matter expert (SME) for Salesforce Service Cloud capabilities, guiding business teams on platform capabilities and best practices\nIdentify opportunities for process automation and optimization within service operations using Salesforce Flow, Einstein AI, and other platform tools\nSupport change management activities including stakeholder communication, training material development, and end-user training delivery\nManage and prioritize the product backlog in collaboration with the Product Owner, ensuring stories are well-defined, estimated, and sprint-ready\nPartner with reporting and analytics teams to define and validate KPIs, dashboards, and reports that measure service performance and operational efficiency\nParticipate in Agile/Scrum ceremonies including sprint planning, backlog grooming, daily stand-ups, and retrospectives\nBasic Qualifications\nBachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)\n5+ years of experience as a Business Analyst, with at least 3+ years focused on Salesforce implementations\nDemonstrated hands-on experience with Salesforce Service Cloud, including Case Management, Omni-Channel, Knowledge Base, and Entitlements\nStrong proficiency in Agile/Scrum methodologies, including writing user stories, defining acceptance criteria, and managing product backlogs\nExperience facilitating requirements workshops, stakeholder interviews, and process mapping sessions with cross-functional teams\nProficiency with business analysis tools such as JIRA, Confluence, Lucidchart, Visio, or equivalent\nStrong understanding of Salesforce declarative capabilities including Flows, Validation Rules, Page Layouts, and Record Types\nExcellent written and verbal communication skills with the ability to present complex information clearly to both technical and non-technical audiences\nExperience coordinating and leading UAT activities including test case development and defect management\nActive Salesforce Certified Administrator certification\nPreferred Qualifications\nSalesforce Certified Service Cloud Consultant certification\nSalesforce Certified Business Analyst certification\nExperience with Salesforce Einstein AI features such as Einstein Case Classification, Einstein Article Recommendations, or Einstein Bots within a service context\nFamiliarity with CTI (Computer Telephony Integration) platforms such as Amazon Connect, Genesys, or Avaya integrated with Salesforce\nExperience working with Agentforce for AI-powered customer service automation\nKnowledge of ITIL or other service management frameworks and their application to Salesforce Service implementations\nExperience with Salesforce Field Service (FSL) or Salesforce Experience Cloud (Community portals for self-service)\nFamiliarity with integration concepts and their impact on service data flows\nUnderstanding of data governance, data quality standards, and reporting best practices within Salesforce\nExperience in the healthcare, pharmaceutical, or life sciences industry\nProven experience supporting large-scale, enterprise Salesforce implementations with multiple concurrent workstreams\n.\nBachelor's degree in business administration, computer science, information systems, or a related field, or equivalent experience required.4+ years of experience in technical product management, technical business analysis, solution architecture, or a related field required.\nCertified Business Analysis Professional (CBAP) or Agile Certifications (CSPO), or equivalent certification preferred.\nDemonstrates advanced capability in translating business needs into technical solutions with growing breadth across related domains (e.g., cloud integration, enterprise architecture).\nProven ability to deliver high-quality results on complex components and improve delivery outcomes.\nWhat Cencora offers\nBenefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.\nFull timeAffiliated Companies\nAffiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITEDEqual Employment Opportunity\nCencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.\nThe company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.\nCencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned","description_format":"text","description_chars":7841,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Pharmaceutical Distribution"],"lifecycle":[{"event":"open","at":"2026-09-24T10:26:56Z"}],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.405,"p_room":0.28,"age_days":51,"expected_fill_days":22,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/cencora-senior-business-analyst-technical-business-solutions","json_url":"https://alion.io/job/cencora-senior-business-analyst-technical-business-solutions.json","meta":{"generated_at":"2026-09-26T01:57:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1959,"day_limit":5000,"remaining_today":3041,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}