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About the Role
Role Overview
We are seeking a highly motivated Salesforce Functional Analyst / Senior Business Analyst with strong experience in Salesforce Life Sciences Cloud, Agentforce, and Patient Services implementations within the pharmaceutical, biotech, or healthcare industry.
The ideal candidate is a hands-on functional consultant who can independently lead the functional workstream from discovery through deployment. This role requires strong stakeholder engagement, deep understanding of patient support programs, and the ability to translate complex business requirements into scalable Salesforce solutions.
The successful candidate will serve as a key bridge between client stakeholders and a global Salesforce delivery organization, including onsite, remote, nearshore, and offshore teams.
Key Responsibilities:
Functional Leadership:
- Lead end-to-end functional workstreams for Salesforce Life Sciences Cloud and Agentforce implementations.
- Conduct discovery workshops, business process assessments, and requirements-gathering sessions with client stakeholders.
- Facilitate future-state process design and solution-definition workshops.
- Translate business requirements into user stories, epics, acceptance criteria, and functional specifications.
- Drive backlog prioritization and support Agile delivery teams throughout the implementation lifecycle.
- Act as the primary functional point of contact for client stakeholders.
- Maintain end-to-end requirement traceability from business needs through development, testing, and deployment.
Patient Services & Life Sciences Domain:
- Design and optimize patient support program processes
- Provide recommendations based on industry best practices and Salesforce Life Sciences Cloud capabilities for Patient Services and HUB operations.
- Apply knowledge of pharmaceutical and biotech patient support programs to functional and solution design decisions.
- Support processes related to patient onboarding, HUB services, case management, and care coordination.
Salesforce Life Sciences Cloud & Agentforce:
- Configure and support patient-centric workflows using Salesforce Life Sciences Cloud.
- Define business and functional requirements for Agentforce-enabled patient service experiences and AI-assisted operations.
- Identify opportunities to leverage Agentforce to improve patient support and care coordination processes.
- Collaborate with Salesforce solution architects to design scalable, compliant, and maintainable solutions.
- Support User Acceptance Testing (UAT), end-user training, and business readiness activities.
- Drive adoption of Agentforce capabilities across patient service operations.
Global Delivery & Offshore Coordination:
- Serve as the functional lead across distributed delivery teams spanning Canada, the U.S., and offshore delivery centers.
- Collaborate with solution architects, developers, QA teams, Salesforce administrators, and other technical resources to ensure alignment between requirements and solution design.
- Conduct functional walkthroughs, backlog grooming sessions, and user-story clarification meetings with remote and offshore teams.
- Review functional deliverables, user stories, test scenarios, and solution documentation produced by distributed delivery teams.
- Coordinate sprint planning, defect triage, release activities, and functional clarifications across multiple time zones.
- Act as the primary escalation point for functional issues and design decisions during project execution.
- Facilitate effective communication between client stakeholders and global delivery teams to reduce ambiguity and improve delivery quality.
- Support knowledge transfer, training, and transition planning across geographically distributed teams.
Requirements
6–8 years of experience in Salesforce consulting, functional analysis, or business analysis.
2+ years of hands-on experience with Salesforce Life Sciences Cloud, Health Cloud, or healthcare-related Salesforce solutions.
Proven experience delivering Patient Services or Patient Support Program implementations.
Demonstrated ability to independently lead discovery workshops and client-facing functional workstreams.
Experience working in Agile/Scrum delivery environments.
Proven experience working within global delivery models involving onsite, nearshore, and offshore teams.
Experience coordinating Salesforce development and QA teams in India and other offshore locations.
Salesforce Expertise
Strong understanding of:
Salesforce Life Sciences Cloud
Salesforce Health Cloud
Salesforce Service Cloud
Salesforce Agentforce
Core Salesforce Platform capabilities
Experience creating:
User stories and epics
Process flows
Functional design documents
Acceptance criteria
UAT scripts and scenarios
Training materials
Requirements traceability documentation
Ability to facilitate requirements clarification and solution reviews with technical and offshore teams.
Domain Knowledge
Strong understanding of pharmaceutical and biotech patient support programs.
Knowledge of patient onboarding, HUB services, case management, and care coordination.
Familiarity with healthcare and life sciences regulatory and compliance requirements.
Understanding of patient-centric workflows and healthcare ecosystem processes.
Communication & Stakeholder Management
Excellent workshop facilitation and presentation skills.
Strong executive communication and stakeholder management capabilities.
Ability to translate complex business problems into practical Salesforce solutions.
Demonstrated ability to manage competing priorities across multiple workstreams and time zones.
Strong interpersonal skills with the ability to navigate cross-functional and geographically dispersed organizations.
Preferred Qualifications
Salesforce Business Analyst Certification.
Salesforce Life Sciences Cloud Accreditation or Certification.
Salesforce Administrator Certification.
Hands-on Agentforce implementation experience.
Experience with integrations involving:
Patient service platforms
Contact centers and call centers
Specialty pharmacy workflows
Healthcare and life sciences ecosystems
Exposure to Salesforce Data Cloud, MuleSoft, AI/Agentforce implementations, and omnichannel patient engagement solutions.
Experience working with Canadian pharmaceutical or life sciences organizations.
Key Success Factors
Functional & Domain Leadership
Independently own discovery, requirements gathering, and functional design.
Apply deep Patient Services and Life Sciences Cloud domain knowledge.
Translate business objectives into practical, scalable Salesforce solutions.
Establish clear requirements and maintain traceability throughout the implementation lifecycle.
Global Delivery Leadership
Effectively coordinate distributed delivery teams across multiple time zones.
Maintain requirement clarity, delivery quality, and functional alignment.
Drive issue resolution across client, onsite, nearshore, and offshore teams.
Ensure effective collaboration between business stakeholders and technical delivery teams.
Support successful knowledge transfer, testing, deployment, and business adoption.
About the Company
Winobell is an IT consulting and services company specializing in Salesforce implementation, customization, and enterprise software solutions. We help businesses streamline their processes, enhance customer relationships, and achieve digital transformation through cutting-edge technology and expert consulting.