Senior Analyst – Salesforce Reporting and Analytics

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

Job summary

United Airlines India Knowledge Center is looking for a skilled Salesforce administrator to own the platform, ensure data integrity, and drive reporting and analytics for the Contact Center and workforce management tools. You will partner with business teams to translate requirements into scalable solutions and oversee platform upgrades.

The role requires strong analytical abilities, stakeholder management, and hands-on experience with Salesforce and related tools.

Qualifications

• Bachelor's degree in IS/CS/Data/Analytics.
• 4+ years experience in Salesforce, business systems, analytics, CRM, or related technology.
• Proficiency in Reporting & Analytics, Solution Design, Business Process Analysis, Data Management, Automation; strong analytical thinking & stakeholder management.
• Exposure to AI platforms such as Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM.
• Preferred: Bachelor's degree or related experience in Business Analytics, Information Systems or Computer Science.

Responsibilities

• Salesforce Platform Ownership - own administration, configuration, data integrity, and performance of Salesforce as the primary business platform.
• Business Requirements & Solution Design - partner with stakeholders to translate requirements into solutions, set up queues, define service levels, and report on success metrics.
• Platform Enhancement & Optimization – serve as primary business contact for tool upgrades and enhancements.
• Reporting & Analytics - develop and maintain dashboards, reports, and data visualizations translating Contact Center data into insights.
• Contact Center tools Administration - provide admin and SME support across the Contact Center and Workforce Management ecosystem (eGain, Splunk, Aspect, etc.).
• Data Quality & Governance - establish data quality, accuracy, completeness, and governance standards to ensure Salesforce remains a reliable source of truth.

Skills

Analytical thinking

Stakeholder management

Automation

Data interpretation

Problem solving

Education

Bachelor's degree in Information Systems / Computer Science / Data/ Business Analytics

Tools

Salesforce

eGain

Splunk

Aspect

Power Automate

Copilot Studio

Zapier

n8n

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