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

Key Attributes

Qualifications