Business Solutions Analyst III

Job Description: Senior Salesforce Business Systems Analyst

Position Overview:
We are seeking an experienced and highly skilled Senior Salesforce Business Systems Analyst (BSA-III) to join our team and drive impactful solutions within the Salesforce ecosystem, with a focus on Service Cloud and Experience Cloud. This role combines technical expertise, business analysis, and leadership to collaboratively deliver solutions aligned to business needs and IT strategy. The ideal candidate will have hands-on experience in Salesforce administration, configuration, coding, certifications, and a proven track record of working with architects, business partners, and cross-functional teams. Additionally, the candidate must possess strong management experience to oversee roadmaps and projects in collaboration with Project Managers (PMs) and Scrum Masters.

Primary Duties and Responsibilities

Business Partnership and Strategy Alignment

• Establish and maintain a strong liaison relationship with business partners and the IT organization to deliver effective technical solutions.

• Contribute to both short- and long-term business planning sessions, ensuring alignment with organizational goals and IT strategy.

• Provide direction and input on business goals and strategies from both a business and IT perspective to ensure cohesive planning and execution.

• Conduct data gathering and analysis to understand business strategy requirements and translate them into actionable technical solutions.

Requirements Gathering and Documentation

• Utilize a structured requirements process (gathering, analyzing, documenting, and managing changes) to assess client needs and identify priorities.

• Develop, write, and communicate business requirements and functional specifications for implementing business solutions.

• Analyze customers' operations to understand strengths and weaknesses, identifying opportunities for improvement and efficiencies.

• Assist in business process redesign and documentation to support new technology implementations.

Solution Design and Testing

• Collaborate with technical teams and architects to design scalable and efficient Salesforce solutions that meet business needs.

• May develop user test cases and system integration testing plans, validate test results, and ensure minimal risk in solutions.

• Review and approve test plans, monitor testing processes, and ensure business results are adequately tested.

• Execute test cases and ensure integration strategies involve appropriate process components.

Problem Resolution and Customer Satisfaction

• Investigate problems, analyze performance metrics, and develop recommendations for resolution.

• Provide timely updates to customers on issues and resolutions, ensuring IT solutions meet customer needs and expectations.

• Manage customer expectations and ensure satisfaction through effective communication and delivery.

Leadership and Team Collaboration

• Act as a mentor and coach to less experienced team members, providing advice, guidance, encouragement, and constructive feedback.

• Facilitate the free flow of information, ideas, and technology across teams.

• Identify and remove obstacles to change while generating appropriate communication, processes, and educational plans to mitigate change disruption.

• Lead cross-functional teams and collaborate with PMs and Scrum Masters to manage project roadmaps and deliverables.

Key Responsibilities

Salesforce Administration and Configuration

• Perform advanced Salesforce administration tasks, including user management, security, data management, and system maintenance.

• Configure Salesforce solutions, including workflows, process builder, flows, validation rules, and custom objects to meet business needs.

• Manage integrations with third-party systems and ensure seamless data flow across platforms.

Technical Expertise and Development

• Provide hands-on coding and development expertise, including Apex, Visualforce, Lightning Web Components (LWC), and SOQL.

• Collaborate with Salesforce architects to design scalable and efficient solutions aligned with enterprise architecture.

• Optimize and troubleshoot existing Salesforce implementations, ensuring high system performance and reliability.

Project and Roadmap Management

• Collaborate with PMs and Scrum Masters to create and manage project roadmaps, aligning priorities with organizational goals.

• Ensure projects are delivered on time, within scope, and budget while maintaining quality.

• Monitor project progress, identify risks, and implement mitigation strategies.

• Develop and own strategy for Salesforce enhancements, upgrades, and new feature rollouts.

Required Skills and Qualifications

Technical Skills:

• Extensive hands-on experience in Salesforce administration and configuration.

• Proficiency in Salesforce development, including Apex, Visualforce, Lightning Web Components (LWC), and SOQL.

• Salesforce Service Cloud Certification(s) required; additional Salesforce certifications are a plus (e.g., App Builder, Admin, Platform Developer, Advanced Admin).

• Experience with Salesforce integrations using tools like MuleSoft, APIs, or other middleware platforms.

Business Analysis Skills:

• Strong ability to gather, document, and analyze business requirements, translating them into technical solutions.

• Experience in process mapping, gap analysis, and recommending process improvements.

Project and Leadership Experience:

• Proven ability to manage roadmaps, project timelines, and deliverables in collaboration with PMs and Scrum Masters.

• Demonstrated experience leading cross-functional teams and managing stakeholder expectations.

• Ability to prioritize and manage multiple projects simultaneously while maintaining focus on quality and deadlines.

Soft Skills:

• Exceptional communication skills, both written and verbal, to effectively interact with technical teams and business stakeholders.

• Strong problem-solving abilities and a proactive mindset.

• Ability to work in a fast-paced, dynamic environment with minimal supervision.

Preferred Qualifications

• Certifications: Salesforce Advanced Administrator, Platform App Builder, and/or Platform Developer I/II.

• Experience: 8+ years of Salesforce experience, with at least 3+ years in a senior or leadership role.

• Familiarity with Agile methodologies and tools like Jira or Azure DevOps.

• Experience working in large, complex organizations with cross-functional teams.

Key Benefits and Opportunities

• Opportunity to work on cutting-edge Salesforce technologies and contribute to high-impact projects.

• Growth and leadership opportunities, including mentoring junior team members and shaping Salesforce strategy.

• Collaborative environment with architects, PMs, and Scrum Masters to drive innovation and business transformation.

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Cencora 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.

The 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.

Cencora 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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned