Salesforce Business Analyst

Threadneedle group; Hinoba-an; Hybrid; PHP 396,000 - 792,000; Full time

Job summary

Ameriprise India LLP is seeking a Systems Analyst with 2–4 years of experience in Salesforce/CRM production support to manage tickets, investigate issues, and coordinate with business and development teams. The role also involves documenting requirements, testing, and UAT coordination.

The position is full-time with in-office collaboration at least three days a week and flexibility for two days remote, within India. Strong communication with business users is essential.

Qualifications

• 2–4 years of experience in Salesforce/CRM application support.
• Experience handling production support tickets and incident management.
• Experience writing test cases, test scripts, and user stories.
• Strong communication with business users and stakeholders.

Responsibilities

• CRM Production Support (80%): manage tickets and production incidents, investigate defects, coordinate with developers, monitor SLAs, and support releases.
• Business Analysis & Testing (20%): gather requirements, write acceptance criteria, develop and execute test cases, coordinate UAT.

Skills

Salesforce CRM experience

Incident management

Root cause analysis

Write test cases

Tools

Jira

Job description

About Our Company

About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Job Description

Job Description We are seeking a Systems Analyst with over 2 - 4 years of experience in Salesforce/CRM support, incident management, defect tracking, and business support. This role is primarily focused on CRM production support activities (approximately 80%), including managing support tickets, troubleshooting user issues, investigating defects, and partnering with business and development teams to ensure timely resolution of production incidents. The remaining 20% of the role will involve business analysis, testing, documentation and support.

Key Responsibilities

CRM Production Support (80%)

• Serve as the primary support analyst for Salesforce CRM applications.
• Manage and resolve CRM support tickets and production incidents within established SLAs.
• Investigate, troubleshoot, and resolve user-reported issues and system defects.
• Work closely with business users to understand reported issues and provide timely solutions.
• Perform root cause analysis and coordinate fixes with developers and technical teams.
• Monitor ticket queues and prioritize incidents based on business impact.
• Track defects through Jira and drive issues through resolution and closure.
• Communicate issue status, risks, and resolutions to business stakeholders and leadership.
• Support production releases and perform post-deployment validations.
• Create and maintain knowledge articles and support documentation.
• Collaborate with Production Support Leads and cross-functional teams to ensure system stability.

Business Analysis & Testing (20%)

• Gather and document business requirements for enhancements and defect fixes.
• Write Jira stories, acceptance criteria, and functional specifications.
• Develop and execute test cases and test scripts.
• Support functional, integration, and regression testing activities.
• Coordinate User Acceptance Testing (UAT) with business teams.

Required Qualifications

• Over 2-4 years of experience in Salesforce/CRM Application Support, Systems Analysis.
• Experience handling production support tickets and incident management.
• Salesforce CRM experience.
• Experience with Jira for ticket management, defect tracking, and story creation.
• Ability to troubleshoot application issues and perform root cause analysis.
• Strong communication skills with the ability to work directly with business users.
• Experience writing test cases, test scripts, and user stories.

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders - clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Timings (2:00p-10:30p) India Business Unit AWMPO AWMP&S President's Office Job Family Group Technology Ameriprise India LLP is an equal opportunity employer.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.

Since 1894, Ameriprise Financial has helped people feel more confident about their financial future.

Guided by strong values and a deep commitment to clients, we've remained a trusted leader in financial planning and advice for more than 130 years.

Through our businesses, Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance & Annuities, we deliver advice, investment and protection solutions designed for long-term success.

While each business brings distinct capabilities and expertise, all are united by our unwavering focus on clients and a strong financial foundation.

For you, that means the opportunity to build a meaningful career in a high-performing, collaborative culture where your expertise can grow, your contributions are valued and your work can make a real impact.

As a global financial services company with three complementary businesses, the breadth of our capabilities sets us apart. It also creates unique opportunities for employees to learn, collaborate and grow their careers: Ameriprise Financial: Financial planning, advice and wealth management. Columbia Threadneedle Investments: Global asset management serving individual, institutional and corporate clients. RiverSource Insurance & Annuities: Products and solutions designed to help clients protect and grow their wealth.