Salesforce Support Business Analyst

2 days ago

Bengaluru, Karnataka, India QBID Infotech Full time ₹ 10,00,000 - ₹ 15,00,000 per year

Job Description: Salesforce Support Business Analyst

Location: Bangalore

Experience: 6–8 years

Role Type: Full-time | Contact Person -

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.

Job Types: Full-time, Permanent

Pay: ₹500, ₹1,300,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund

Application Question(s):

  • Working as "Salesforce Business Analyst/ Support Analyst" Experience ?
  • Notice Period ?

Experience:

  • Salesforce Eco System: 1 year (Preferred)
  • Sales Cloud: 1 year (Required)
  • ITIL processes: 1 year (Required)
  • Jira/ServiceNow: 1 year (Required)

Work Location: In person

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