CRM Senior Business Systems Analyst

What if the work you did every day could impact the lives of people you know? Or all of humanity? At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible. Position Summary The Business Systems Analyst is the design authority for Salesforce-based solutions across Illumina’s Commercial and Services organizations. This role bridges business intent and technical execution; translating business strategy, stakeholder needs, and product roadmaps into robust, scalable solution designs that the engineering team builds and delivers. You will work upstream of delivery; partnering with Product Owners to shape roadmaps, evaluating platform capabilities, and producing solution designs that account for Salesforce core, ServiceMax, Conga CPQ, Conga CLM, Data Cloud (Data 360), Agentforce, and enterprise integrations. You will earn influence through the quality of your designs and the trust you build with stakeholders and engineering teams alike. This role operates within an Agile Scrum delivery model. Product Owners in Commercial and Services define business priorities and roadmaps. Software Engineers, Test Automation Engineers (TAEs), and Technical Architects execute delivery. The Business Systems Analyst connects these activities ensuring what gets built is the right solution, designed for scale, and aligned to Illumina’s technology strategy. Your designs increasingly serve a second audience: the AI agents the engineering team uses to build. In an AI-augmented, spec-driven delivery model, a precise, testable, well-decomposed solution design is the specification that grounds reliable AI implementation, so the clarity of your designs, acceptance criteria, and data contracts now creates even more leverage. You also design the AI solutions themselves (Agentforce, Data Cloud) for evaluability, safe failure, and responsible, compliant use. Responsibilities Solution Design & Architecture Own end-to-end solution design for Salesforce initiatives; from discovery through design approval. Produce technical design documents, data models, integration specifications, and architecture decision records. Evaluate and recommend solution approaches across the Salesforce ecosystem: Sales Cloud, Service Cloud, ServiceMax, Conga CPQ, Conga CLM, Data Cloud (Data 360), Agentforce, and Experience Cloud. Design cross-system solutions that account for integrations with middleware (SnapLogic), ERP (SAP), and other enterprise systems. Define data flows, API contracts, event-driven patterns, and error handling strategies. Conduct fit-gap analysis for new requirements; assessing when to leverage declarative capabilities, custom development, AppExchange products, or third-party solutions. Design solutions with security, compliance, scalability, and maintainability built in. Account for Salesforce governor limits, large data volumes, and multi-tenant architecture constraints. Design Agentforce agent architectures; topic decomposition, action orchestration, guardrails, escalation flows, and Trust Layer configuration. Ensure AI solutions meet responsible AI standards. Define data architecture for Data Cloud (Data 360) implementations; data model design, ingestion patterns, identity resolution strategy, and activation design. Present solution options to stakeholders with clear tradeoff analysis; enabling confident, informed decisions. Stakeholder Engagement & Advisory Serve as a trusted technical advisor to Product Owners, business stakeholders, and engineering leadership. Translate business strategy into technology direction. Partner with Product Owners to shape roadmaps; providing technical feasibility assessments, effort estimation guidance, and solution sequencing recommendations. Collaborate with stakeholders to create prototypes, proofs of concept, and visual solution illustrations as a means of validating requirements and building shared understanding. Evaluate the Salesforce platform roadmap (new releases, features, deprecations) and proactively advise stakeholders on opportunities and risks. Communicate solution designs to both technical and non-technical audiences; tailoring depth, format, and language to the audience. Build and maintain a solution architecture repository; reference architectures, design patterns, and decision logs that serve as institutional knowledge. Delivery Enablement Work 1-2 sprints ahead of development; ensuring solution designs are ready, validated, and decomposed into implementable user stories before they enter the sprint backlog. Define success and acceptance criteria for user stories in collaboration with Product Owners. Provide guidance on story readiness and technical completeness. Support backlog grooming and refinement; clarifying technical approach, identifying dependencies, and helping the team estimate with confidence. Participate in sprint planning to ensure the team understands the solution design and can raise questions or concerns early. Review completed work against the solution design; validating that implementations align with architectural intent. Provide design-level feedback during code and configuration reviews. Collaborate with Test Automation Engineers to ensure solution designs are testable and that acceptance criteria are clear enough to drive test strategy. Support release planning by identifying solution-level risks, cross-feature dependencies, and integration validation requirements. Designing for the AI-Augmented SDLC Produce solution designs precise and testable enough to act as the specification an AI-augmented team, and its agents, build from: clear acceptance criteria, decomposed scope, explicit data contracts, and the context the team can ground AI in. Design AI solutions (Agentforce agents, Data Cloud) for evaluability and safe failure: guardrails, escalation, human-in-the-loop, and responsible-AI, model, and data-residency tradeoffs. Use AI tools to accelerate design exploration, option analysis, and documentation (ADRs, diagrams) while owning the decisions and their rationale. Account for governance of AI tooling and AI-generated assets in your designs: data boundaries for external AI tools, IP/authorship, and shadow-AI prevention for regulated data. Required Qualifications Experience 5+ years of experience in Salesforce solution design, architecture, or senior technical delivery roles. Demonstrated experience designing solutions across multiple Salesforce clouds and third-party add-ons (ServiceMax, Conga CPQ/CLM, or similar). Experience designing cross-system integrations involving middleware (SnapLogic or similar), ERP (SAP), and enterprise data platforms. Experience working in Agile Scrum delivery models, including backlog grooming, sprint planning, and iterative delivery. Proven ability to produce technical design artifacts;solution architecture diagrams, data models, integration specifications, and architecture decision records. Experience with regulated environments (HIPAA, FDA, SOX) is preferred. Knowledge, Skills & Abilities Technical Deep understanding of the Salesforce platform;data model, security model, automation framework (Flows, Apex triggers), governor limits, and order of execution. Strong knowledge of Salesforce integration patterns; REST/SOAP APIs, Platform Events, Change Data Capture, named credentials, and middleware orchestration. Working knowledge of Agentforce; agent design, topic/action architecture, Prompt Builder, Agent Script, Atlas Reasoning Engine, and the Einstein Trust Layer. Working knowledge of Data Cloud (Data 360);data streams, data model objects, identity resolution, calculated insights, and activations. Functional understanding of ServiceMax (field service), Conga CPQ (quoting/pricing), and Conga CLM (contract lifecycle management). Ability to design solutions considering non-functional requirements; performance, scalability, security, compliance, and maintainability. Proficiency with solution architecture tools; diagramming (Lucidchart), documentation (Confluence), and design collaboration. Working knowledge of designing for the AI-augmented SDLC: designs and specifications as the source of truth for human and agent delivery, designing AI solutions for evaluability and responsible use, and governance of AI tooling for regulated data. Certifications (Preferred): Foundation & Platform - Salesforce Administrator, Platform App Builder. Certifications (Preferred): Development & Specialization - Platform Developer I, Platform Developer II, Agentforce Specialist, Data Cloud (Data 360) Consultant. Leadership & Communication Design authority presence; ability to make and defend design decisions with confidence, while remaining open to input and challenge. Exceptional ability to communicate complex technical concepts to non-technical audiences through visual diagrams, narratives, and demonstrations. Strong facilitation skills; ability to lead design workshops, stakeholder alignment sessions, and tradeoff discussions to consensus. Strategic thinking; ability to connect solution design decisions to business outcomes and long-term platform health. Proactive and self-directed; works ahead of the team, anticipates design needs, and raises risks early. Relationship builder; earns trust with both business stakeholders and engineering teams through consistent follow-through, transparency, and quality of work. Education Bachelor’s degree in Information Systems, Computer Science, or equivalent related work experience. We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact . To learn more, visit: . The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.