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
Job Details
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 explicit, 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.
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
📌 Senior Business Analyst, Technical Business Solutions (Pune)
🏢 Cencora
📍 Pune