Salesforce Production/Business Support Analyst

Movate Technologies Services Limited; Bengaluru; On-site; INR 60,000 - 80,000; Full time

Job summary

A technology services firm in India is seeking a Salesforce Production/Business Support Analyst to provide application support and assist users with Salesforce-related queries. The ideal candidate will have 4-6 years of Salesforce experience and strong analytical skills. Responsibilities include user account management, troubleshooting, and developing training materials. This role involves ensuring seamless operations and contributing to system performance enhancements.

Qualifications

• 4-6 years of experience in Salesforce.
• 3 years of support experience.
• Strong analytical and troubleshooting skills.

Responsibilities

• Act as the primary contact for user inquiries.
• Log, prioritize, and resolve Salesforce bugs.
• Support user onboarding with training sessions.

Skills

Salesforce

Analytical skills

Troubleshooting

Communication skills

Configuration management

Tools

Salesforce Data Loader

Job description

Salesforce Production/Business Support Analyst

Position– Permanent

Role– Salesforce Production/Business Support Analyst

We are seeking a Production/Business Support specialist to provide application and BAU support for our Client Systems, particularly, our Salesforce CRMs. This role is responsible for providing first-line support for end-user queries and issues related to Client System functionalities and data. This role will also contribute to knowledge base and training material development, and support Service Level Agreement (SLA) initiatives to streamline processes and reduce resolution times.

RESPONSIBILITIES

• Act as the primary contact for user inquiries, troubleshooting and resolving issues to ensure a seamless experience.
• Address non-self-serviceable requests, including configuration updates, data uploads and bulk changes using tools like Salesforce Data Loader.
• Log, prioritize, and collaborate with product teams on resolving Salesforce bugs and complex technical issues.
• Monitor critical issues, escalate as needed, and provide workarounds for unsupported functionality.
• Investigate and resolve data synchronization and upload errors across Salesforce and integrated systems.
• Manage user accounts, roles, and permissions in compliance with security policies.
• Maintain optimal system performance by proactively identifying and resolving potential issues.
• Support user onboarding with training sessions and create knowledge base articles, training materials, and run books for common issues.
• Gather user feedback and pain points, sharing insights with product teams to inform enhancements.
• Contribute to quality assurance by validating new features and updates for functionality and reliability.
• Assist in refining Service Level Agreements (SLAs) to enhance service delivery and user satisfaction.

QUALIFICATIONS

• 4-6 Years’ experience in Salesforce.
• 3 Years of support experience.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve application and data issues.
• Proficiency in Salesforce configuration (e.g., workflows, validation rules, permissions, reports, dashboards).
• Experience with data tools like Salesforce Data Loader for bulk updates and uploads.
• Familiarity with resolving integration errors and providing creative solutions to system limitations.
• Excellent communication skills to explain technical details clearly and concisely to users.
• Experience in knowledge base management, documentation, and process improvement.
• Background in Salesforce and other digital application technical support is a strong advantage.