Business Systems Support Analyst

Mimecast India Private Limited; Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Mimecast India Private Limited is seeking a Business Systems Support Analyst to provide functional support for Salesforce and related business systems across various teams including Sales and Finance. The ideal candidate will have strong experience in application support, particularly in Salesforce, and the ability to troubleshoot issues effectively while collaborating with different departments.

This role requires 3–5 years of relevant experience and involves maintaining documentation, resolving support tickets, and assisting with system enhancements. Join us to contribute to a secure, inclusive work environment.

Qualifications

• 3–5 years of experience supporting Salesforce in a production environment.
• Good understanding of incident management and SLA-based support.
• Ability to troubleshoot user issues and provide clear resolutions.

Responsibilities

• Provide functional support for Salesforce and related business systems.
• Triage, investigate, and resolve application support tickets.
• Collaborate with Salesforce admins and technical teams to resolve issues.

Skills

Salesforce support

Application support

Incident management

Strong communication skills

Analytical and problem-solving skills

Education

Salesforce Administrator certification

3–5 years of experience in business systems support

Tools

Zendesk

ServiceNow

Jira

Job description

Business Systems Support Analyst

Mimecast is a leading cybersecurity company that helps organizations protect their people, data, and communications.

Overview

The Business Systems Support Analyst will provide functional support for Salesforce and related business systems across Sales, Finance, Customer Experience, Partner Operations, and Go‑To‑Market teams. The role focuses on Salesforce production support and also supports connected platforms such as NetSuite, Boomi integrations, Partner Portal, CPQ, and other internal business applications.

Key Responsibilities

• Provide functional support for Salesforce and related business systems.
• Triage, investigate, and resolve application support tickets within agreed SLA timelines.
• Support users with how‑to queries, troubleshooting, access issues, and reporting requests.
• Investigate issues related to Salesforce objects, fields, reports, dashboards, workflows, validation rules, permissions, approval flows, and data visibility.
• Support NetSuite‑related user requests, including access, approvals, finance workflows, and business process queries.
• Perform initial analysis of Boomi/integration‑related issues and coordinate with technical teams for resolution.
• Support Partner Portal access, visibility, and user support requests.
• Collaborate with Salesforce admins, NetSuite teams, integration teams, QA, business stakeholders, and technical teams to resolve complex or recurring issues.
• Maintain SOPs, FAQs, resolution notes, knowledge articles, and support documentation.
• Support system enhancements, feature rollouts, process changes, testing activities, and business adoption.
• Identify support trends, recurring issues, and process gaps, and recommend improvements.

Required Skills & Experience

• 3–5 years of experience in business systems support, application support, Salesforce support, or IT support operations.
• Hands‑on experience supporting Salesforce in a production environment.
• Good understanding of Salesforce objects, fields, reports, dashboards, workflows, validation rules, permissions, and security model.
• Experience working with ticketing tools such as Zendesk, ServiceNow, Jira, or similar platforms.
• Strong understanding of incident management, SLA‑based support, prioritization, and escalation handling.
• Ability to troubleshoot user issues, identify root causes, and provide clear resolutions.
• Strong communication skills and ability to work effectively with business users and technical teams.
• Ability to manage multiple priorities in a fast‑paced support environment.
• Strong analytical and problem‑solving skills with attention to detail.
• Salesforce Administrator certification or similar Salesforce certification is desirable.
• Experience supporting teams across Sales, Finance, Customer Success, Partner Operations, Support, or Go‑To‑Market functions.
• Experience creating SOPs, support documentation, knowledge articles, and user training material.

Preferred Qualifications

• Exposure to NetSuite, Boomi, CPQ, Partner Portal, ERP systems, or quote‑to‑cash processes.
• Familiarity with Workday or other HR/People systems from a functional support or integration perspective.
• Experience supporting UAT, system enhancements, and process improvement initiatives.
• Understanding of integrations from a functional support perspective.

Legal Statement

We are a committed Equal Opportunity and affirmative action employer. We encourage applicants from all backgrounds, including historically underrepresented groups. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other protected characteristic in accordance with applicable law. Join us to help our customers stay ahead of cyber threats and build a secure, inclusive environment.