Salesforce Support Business Analyst

4 weeks ago

New Delhi, India Movate Full time

Position: PermanentRole: Salesforce Support Business AnalystExperience: 6–8 yearsLocation: BangaloreWork Mode: HybridShift Time: 2pm – 11pmRole OverviewWe 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.

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