Senior Analyst, Technical Business Solutions

This is a fully remote position, open to applicants in Texas.

📋 Description

• Collaborate with stakeholders from Sales, Member Operations, and IT to gather, document, and validate business and functional requirements for enhancements and new functionalities in Salesforce CRM.

• Evaluate existing CRM workflows, pinpoint gaps and inefficiencies, and propose future-state process improvements that align with SGPO's strategic objectives.

• Convert business requirements into user stories, acceptance criteria, and process flow diagrams for the Salesforce development team.

• Act as a bridge between business stakeholders and the Salesforce technical team throughout the project lifecycle.

• Utilize CRM data to uncover trends, assess solution impacts, and facilitate data-driven decision-making.

• Work alongside Project Managers and Scrum Masters on Agile sprint planning, backlog grooming, and tracking delivery milestones.

• Assist with end-user training, communication strategies, and initiatives to promote adoption of Salesforce platform updates and feature releases.

• Function as a subject matter expert on Salesforce Service Cloud, aiding in case management, service console configuration requirements, entitlements, and customer service process design.

• Employ knowledge of Salesforce Experience Cloud to enhance customer or partner-facing portal experiences.

• Keep up-to-date with Salesforce product roadmap updates, best practices in the industry, and emerging CRM trends to suggest enhancements.

⛳️ Requirements

• Bachelor's degree in Business Administration, Information Systems, or a related discipline.

• Over 5 years of experience as a Business Analyst.

• Minimum of 3 years of practical experience with Salesforce CRM.

• Strong and demonstrable knowledge of Salesforce Service Cloud, including case management, service processes, queues, and automation features.

• Proficient in requirements documentation tools, such as JIRA and Confluence.

• Proven experience in Agile/Scrum delivery environments.

• Exceptional analytical, problem-solving, and critical thinking abilities.

• Strong verbal and written communication skills, with the capability to present to senior stakeholders.

• Ability to juggle multiple priorities and excel in a dynamic, matrixed organization.

• Preferred: Hands-on experience with Salesforce Experience Cloud, covering portal/community design, user access management, and features for partner or customer engagement.

• Preferred: Previous experience within the pharmaceutical, healthcare, or life sciences sectors.

• Preferred: Salesforce Administrator or Business Analyst certification.

• Preferred: Familiarity with CRM data models, reporting tools such as Salesforce Reports & Dashboards and Tableau, as well as integration concepts.

• Preferred: Experience in supporting commercial operations, specialty pharmacy, or sales enablement functions.

• Preferred: Understanding of change management frameworks.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Backup dependent care services.

• Adoption support.

• Infertility coverage.

• Family-building assistance.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship opportunities.

• Employee resource groups.

• Volunteer engagement activities.