Salesforce Business Analyst (Service Cloud)- Remote

Allscripts

  • Raleigh, NC
  • Permanent
  • Full-time
  • 1 month ago
Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today's healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people.Veradigm is seeking a proactive, solution-oriented Salesforce Business Analyst to join our growing team. This role is ideal for someone with a strong understanding of Salesforce - particularly Service Cloud capabilities such as Omni-Channel Support (chat, messaging, etc.), Self-Service Options (Portals, Knowledge Base, etc.), and call center integration technologies (such as NVM, Vonage, or similar platforms). You will be instrumental in bridging business needs and technical execution, ensuring that Salesforce continues to support scalable growth and exceptional customer experiences across the organization.Responsibilities:
  • Act as the primary liaison between business stakeholders and IT teams, translating business needs into clear, actionable technical requirements.
  • Lead discovery sessions to gather and document business processes, especially in areas utilizing Salesforce Service Cloud, including chat, case management, and web form automation.
  • Translate workflows into functional specs, user stories, process diagrams, and solution mockups.
  • Collaborate closely with developers, architects, and QA teams to deliver scalable Salesforce solutions.
  • Lead and coordinate the testing lifecycle, including writing test cases and managing UAT.
  • Support and train end-users to drive adoption of new tools and functionality, particularly within Customer Support/Call Center environments.
  • Maintain clean documentation (e.g., user stories, training guides, release notes) and provide ongoing support post-deployment.
  • Monitor platform performance and propose continuous improvements aligned with business KPIs.
  • Communicate regularly with stakeholders at all levels, including executive leadership, to align on roadmap and deliverables.
  • Stay up to date on the latest Salesforce features and industry trends, especially around Service Cloud innovations and call center integrations.
Qualifications:
  • Salesforce Administrator Certification (active/current)
  • 3+ years of hands-on experience with Salesforce (Sales Cloud and/or Lightning), including:
  • Strong understanding of Service Cloud features such as chat, messaging, portals, knowledge base, case routing, etc.
  • Familiarity with third-party call center integrations (e.g., Vonage, NVM, Five9, or similar)
  • Proven track record in gathering, documenting, and managing complex business and system requirements
  • Experience working with cross-functional teams (Sales, Marketing, Support, Implementation)
  • Excellent communication skills and the ability to translate business needs into technical language and vice versa
  • Strong analytical and problem-solving skills
  • Familiarity with Agile/Scrum methodologies; experience with tools such as JIRA
  • Proficient with Google Workspace (Docs, Sheets, Slides); experience with Lucidchart, Power BI, or Tableau is a plus
Preferred Qualifications:
  • Salesforce Experience Cloud or CPQ experience
  • Bachelor's Degree in Business Administration, Computer Science, or related field
  • Experience in the healthcare industry or other regulated environments
  • Understanding of data analysis or SQL is a bonus
  • Experience with wireframes/mockups and UX design tools
Enhancing Lives and Building CareersVeradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more?Take a look at our , , , and .We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.Visa Sponsorship is not offered for this position.At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.Veradigm's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.From a "VEVRAA Federal Contractor" We request Priority Referral of Protected VeteransThis is an official Veradigm Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.Thank you for reviewing this Veradigm opportunity. Does this look like a great match for your skill set? If so, scroll on down and tell us more about yourself!

Allscripts