Salesforce Support Business Analyst

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.