Salesforce Support Business Analyst

Movate Technologies Services Limited; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A dynamic technology services company in Bengaluru is seeking a Salesforce Support Business Analyst to act as a liaison between business stakeholders and technical teams. The role requires 6+ years of experience, particularly with Salesforce Sales Cloud, and strong problem-solving skills. The ideal candidate will help troubleshoot and optimize processes, ensuring smooth business operations. Join a proactive team focused on service quality in a hybrid work environment.

Qualifications

• 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.
• Familiarity with ITIL processes is preferred.

Responsibilities

• Act as the primary liaison between end-users and technical/development teams for Salesforce-related issues.
• Perform root cause analysis of incidents across Salesforce Sales Cloud.
• Document, triage, and prioritize support requests, ensuring timely resolution.

Skills

Sales Cloud expertise

Incident management

Strong communication skills

System integrations knowledge

Problem-solving skills

Education

Bachelor’s degree in computer science or a related field

Tools

Jira

ServiceNow

Job description

Role :Salesforce Support Business Analyst

Experience: 6–8 years

WorkMode: Hybrid

ShiftTime: 2pm – 11pm

RoleOverview

We are seeking a Salesforce SupportBusiness Analyst with strong expertise in Sales Cloud and experience workingwith multiple integrated systems. This role will serve as a bridge betweenbusiness stakeholders, the support team, and technical Teams—helping totroubleshoot, analyze, and resolve issues across a complex Salesforceecosystem. The analyst will have a deep understanding of the system landscapeand play a key role in ensuring smooth business operations and continuousimprovement.

KeyResponsibilities

• Actas the primary liaison between end-users, support teams, andtechnical/development teams for Salesforce-related issues.
• Performroot cause analysis and troubleshooting of incidents across Salesforce SalesCloud and integrated applications (e.g., ERP, CPQ, Marketing, external datasources).
• Document,triage, and prioritize support requests, ensuring timely resolution andcompliance with SLAs.
• Understandand map the end-to-end system landscape to identify interdependencies andpotential impact of changes/fixes.
• Translatetechnical issues into clear, actionable insights for the business and supportteams.
• Collaboratewith Salesforce Admins/Developers to implement bug fixes, minor enhancements,and configuration changes.
• Maintainknowledge base, troubleshooting guides, and functional documentation forrecurring issues.
• Supportrelease management, Regression testing, and impact assessment of Salesforceupdates or integrated system changes.
• Identifyopportunities for process optimization and Automation in support operations.
• Provideuser training, knowledge transfer, and Support Readiness enablement for L1/L1.5 teams.

RequiredSkills & Experience

• 6+years of experience as a Salesforce Business Analyst or Support Analyst.
• Hands-onexpertise in Sales Cloud; exposure to Service Cloud/Marketing/CPQ/Data Cloud isa plus.
• Strongknowledge of system integrations (API, middleware, external applications likeERP/Marketing/Finance).
• Experiencein incident management, troubleshooting, and root cause analysis.
• Abilityto understand and document Complex business processes and system flows.
• Familiaritywith ITIL processes (Incident, Problem, Change Management) is preferred.
• Strongcommunication skills with ability to interact with business stakeholders, technical teams, and end-users.
• Experiencewith Jira/ServiceNow or similar ticketing systems.
• SalesforceAdmin/BA certifications (ADM-201, Business Analyst Certification) preferred.

KeyAttributes

• Analyticalthinker with strong problem-solving skills.
• Proactiveand collaborative, with focus on service quality and operational excellence.
• Abilityto work under pressure and manage multiple priorities.
• Detail-orientedwith strong documentation skills.

Qualifications

• Bachelor’sdegreein computer science or a related field.