Position: Permanent
Role: Salesforce Support Business Analyst
Experience: 6–8 years
Location: Bangalore
Work Mode: Hybrid
Shift Time: 2pm – 11pm
Role Overview
We are seeking a Salesforce Support Business Analyst with strong expertise in Sales Cloud and experience working with multiple integrated systems.
This role will serve as a bridge between business stakeholders, the support team, and technical teams—helping to troubleshoot, analyze, and resolve issues across a complex Salesforce ecosystem.
The analyst will have a deep understanding of the system landscape and play a key role in ensuring smooth business operations and continuous improvement.
Key Responsibilities
- Act as the primary liaison between end-users, support teams, and technical/development teams for Salesforce-related issues.
- Perform root cause analysis and troubleshooting of incidents across Salesforce Sales Cloud and integrated applications (e.G., ERP, CPQ, Marketing, external data sources).
- Document, triage, and prioritize support requests, ensuring timely resolution and compliance with SLAs.
- Understand and map the end-to-end system landscape to identify interdependencies and potential impact of changes/fixes.
- Translate technical issues into clear, actionable insights for the business and support teams.
- Collaborate with Salesforce Admins/Developers to implement bug fixes, minor enhancements, and configuration changes.
- Maintain knowledge base, troubleshooting guides, and functional documentation for recurring issues.
- Support release management, regression testing, and impact assessment of Salesforce updates or integrated system changes.
- Identify opportunities for process optimization and automation in support operations.
- Provide user training, knowledge transfer, and support readiness enablement for L1/L1.5 teams.
Required Skills & Experience
- 6+ years of experience as a Salesforce Business Analyst or Support Analyst.
- Hands-on expertise in Sales Cloud;
exposure to Service Cloud/Marketing/CPQ/Data Cloud is a plus. - Strong knowledge of system integrations (API, middleware, external applications like ERP/Marketing/Finance).
- Experience in incident management, troubleshooting, and root cause analysis.
- Ability to understand and document complex business processes and system flows.
- Familiarity with ITIL processes (Incident, Problem, Change Management) is preferred.
- Strong communication skills with ability to interact with business stakeholders, technical teams, and end-users.
- Experience with Jira/ServiceNow or similar ticketing systems.
- Salesforce Admin/BA certifications (ADM-201, Business Analyst Certification) preferred.
Key Attributes
- Analytical thinker with strong problem-solving skills.
- Proactive and collaborative, with a focus on service quality and operational excellence.
- Ability to work under pressure and manage multiple priorities.
- Detail-oriented with strong documentation skills.
Qualifications
- Bachelor’s degree in computer science or a related field.