Salesforce Support Business Analyst

Job Description: Salesforce Support Business Analyst

Location: Bangalore

Experience: 6–8 years

Role Type: Full-time | Contact Person - ruchika.sikhwal@qbidinfotech.com

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: ₹500,000.00 - ₹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