Salesforce Support Business Analyst

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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 teamshelping 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

• Bachelors degree in computer science or a related field.