Senior Business Analyst, Technical Business Solutions
AmerisourceBergen (company site, opens in a new tab)5+ yrsPuneOn-siteDirect career pageEst. 12–20 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Serve as primary liaison between customer service and support operations teams and Salesforce technical delivery, driving discovery and delivery of Salesforce Service Cloud solutions.
- Lead requirements gathering activities including workshops and interviews to produce detailed user stories, process flows, and functional specifications aligned with Agile methodologies.
- Own configuration validation, User Acceptance Testing coordination, backlog prioritization, and support continuous improvement initiatives in Salesforce Service Cloud for case management and omni-channel routing.
Minimum Requirements
- Bachelor's degree in IT, Computer Science, Business Administration, or related field, or equivalent experience.
- Minimum 5 years Business Analyst experience with at least 3 years focused on Salesforce implementations, specifically Salesforce Service Cloud.
- Hands-on experience with Salesforce Service Cloud features (Case Management, Omni-Channel, Knowledge Base, Entitlements).
- Active Salesforce Certified Administrator certification required; experience with Agile/Scrum methodologies and tools like JIRA and Confluence.
Ideal Candidate Profile
- Experienced in bridging business and technical teams within customer service/support domains, with strong skills in requirements elicitation and process mapping.
- Demonstrated ability to lead end-to-end Salesforce Service Cloud delivery including configuration, UAT facilitation, and backlog management in Agile environments.
- Prefer candidates with strategic insight into Salesforce declarative features, enterprise-scale deployments, and healthcare/pharmaceutical industry experience.