Senior Analyst – Salesforce Reporting and Analytics

United Airlines; Gurugram District; On-site; INR 1,200,000 - 2,500,000; Full time

Job summary

United Airlines is seeking a skilled Salesforce administrator to own the platform and drive analytics within the Contact Center and workforce management tools. You will partner with stakeholders to translate requirements into scalable solutions, manage data governance, and deliver dashboards that translate operations data into insights.

The role includes overseeing administration, configuration, and upgrades across Salesforce and related tools, with a focus on data quality and user experience.

Qualifications

• Bachelor's degree in IS/CS or related field.
• 4+ years experience with Salesforce, CRM, analytics, or related tech.
• Experience in reporting, analytics, and business process analysis.
• Exposure to AI platforms like Copilot, ChatGPT, Gemini, Claude, Perplexity, NotebookLM.

Responsibilities

• Salesforce platform ownership, administration, data integrity and performance.
• Translate business needs into scalable solutions and define service levels.

Skills

Salesforce

Data analytics

CRM systems

Reporting

Stakeholder mgmt

Education

Bachelor's degree in IS/CS

Tools

Power Automate

Copilot Studio

Zapier

Job description

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

The purpose of this role is to serve as the organization’s Salesforce and other workforce management tools business administrator. This role will serve as subject matter expert in business rules configuration, data interpretation and reporting primarily for Salesforce case management system. The individual will partner with business stakeholders to translate requirements into scalable solutions, while owning reporting, analytics, data governance, and platform enhancements. In addition, the role will provide business administration and subject matter expertise across the broader Contact Center and Workforce Management technology ecosystem, including but not limited to eGain, Splunk, Aspect, and other supporting applications. The role will act as a trusted bridge between business and technology, identifying opportunities to simplify processes, improve user experience, strengthen insights, and drive operational efficiency.

Job overview and responsibilities

• Salesforce Platform Ownership - Own the administration, configuration, data integrity, and ongoing performance of Salesforce as the primary business platform
• Business Requirements & Solution Design - Partner with stakeholders to understand business needs, translate requirements into solutions including setting up appropriate queues, define service levels and report on success metrics
• Platform Enhancement & Optimization – Service as the primary business contact for tool upgrades and enhancements
• Reporting & Analytics - Develop and maintain dashboards, reports, and data visualizations that translate Contact Center data into actionable business insights
• Contact Center tools Administration - Provide business administration and SME support across the broader Contact Center and Workforce Management technology ecosystem, including but not limited to eGain, Splunk, Aspect, and other supporting applications
• Data Quality & Governance - Establish and maintain data quality, accuracy, completeness, and governance standards to ensure Salesforce remains a reliable source of truth

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• Information Systems, Computer Science, Data/Business Analytics
• 4+ years experience in Salesforce, business systems, analytics, CRM, or related technology
• Reporting & Analytics, Solution Design, Business Process Analysis, Data Management, Automation, Analytical Thinking, Stakeholder Management
• Exposure to AI platforms such as Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM

What will help you propel from the pack (Preferred Qualifications):

• Bachelor's degree or related experience
• Business Analytics, Information Systems, Computer Science, MBA, or related field
• 3-5 years Hands-on experience administering, configuring, and optimizing Salesforce and Contact Center workforce management environments
• Salesforce Certified Platform App Builder / Salesforce Certified Business Analyst
• Hands-on experience using AI tools in projects, internships, or work environments
• Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n