Salesforce Analyst

Appian Corporation; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Comprehensive benefits package

Tuition reimbursement

Employee Assistance Program

Job summary

Appian Corporation is seeking a Salesforce Analyst to provide global end-user support and drive improvements in our Salesforce platform. The role focuses on managing user tickets, performing system administration, and leveraging analytical tools for reporting and dashboards.

The ideal candidate has a Bachelor's degree, at least two years of Salesforce experience, and strong problem-solving abilities. This role offers growth opportunities and a comprehensive benefits package.

Qualifications

• 2+ years of hands-on experience administering Salesforce.
• Proactive with a continuous improvement mindset.
• Excellent communication and documentation skills.

Responsibilities

• Provide global end-user support and troubleshoot issues.
• Perform system administration and configuration.
• Create and maintain documentation for the Salesforce platform.
• Collaborate with cross-functional stakeholders on system improvements.

Skills

Salesforce Administration

Data Accuracy

Technical Communication

Problem Solving

Education

Bachelor’s degree in Engineering or related field

Tools

Salesforce Platform

Ticketing Systems

Job description

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.

The Salesforce Analyst will be an integral part of our award‑winning team, focused on providing global end‑user support and driving continuous improvement for our Salesforce platform. This role involves managing internal user tickets, performing system administration, and leveraging the platform’s analytical tools to create reports and dashboards.

Key Responsibilities

End‑User Support and Issue Resolution

• Provide timely, global end‑user support, documenting, troubleshooting, and resolving requests, incidents, and problems via email and ticketing systems.
• Critically analyze, triage, and resolve complex issues.
• Utilize and build decision trees to evaluate and appropriately elevate issues to internal technology teams.
• Collaborate with Appian’s technology team to resolve application issues and provide guidance on system utilization.

System Administration and Configuration

• Perform essential system configuration, maintenance of user roles and profiles.
• Design, build, and maintain reports and dashboards in Salesforce to meet business needs.

Documentation and Platform Improvement

• Create and maintain thorough documentation of processes, policies, and application configurations.
• Update the knowledge base to ensure procedures and known fixes are current and easily accessible.
• Stay current with Salesforce platform releases, new features, and best practices, making recommendations to management regarding implementation.
• Document new requirements when needed.

Stakeholder Collaboration

• Work with cross‑functional stakeholders to clarify system requirements and answer questions about system improvements.
• Comfortably collaborate with both technical and non‑technical stakeholders.

Required Qualifications

• Bachelor’s degree in Engineering, Information Systems, Business, or a related field (or equivalent experience).
• 2+ years of hands‑on experience administering Salesforce.
• Proactive, with a continuous improvement mindset and a commitment to data accuracy and attention to detail.
• Demonstrated creativity balanced with practicality to meet business objectives and team needs.
• Excellent communication and documentation skills.
• Ability to quickly master new technology.
• Ability to work in a hybrid environment part of the day in office and part of the work to be completed from home.
• Must have a reliable, high‑speed internet connection and a dedicated, quiet workspace.
• Ability to align work hours with US EST, e.g., IST 4 PM – 1 AM IST, with an hour break.

Tools and Resources

• Onboarding includes department‑specific training, mentorship, and the First‑Friend program.
• Growth opportunities include a leadership program tailored for new and aspiring managers, a library of specialized department training through Appian University, skill‑based training, and tuition reimbursement.
• Community involvement through employee‐led affinity groups that plan social, educational, and outreach activities.

Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Program (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family‑forming benefits, and more. Benefits vary by country—please ask your Talent Acquisition contact for details specific to the location you are applying to.

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail].

Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.