Salesforce Business Analyst - Service Cloud

Overview

Support Salesforce Service Cloud and integrated applications by resolving production issues, assisting users, validating fixes, and improving support processes.

What you'll do

• Act as the primary contact for production issues.
• Monitor and triage Slack channels and the JIRA backlog.
• Investigate, replicate, and resolve production issues with stakeholders and cross-functional teams.
• Write, maintain, and execute test cases for fixes and enhancements.
• Track recurring issues, identify root causes, and drive process improvements.
• Document issues, fixes, and known issues in Confluence.
• Coordinate UAT and sign-off for production fixes and minor enhancements.

What you'll need

• 5+ years of experience in a Business Systems Analyst role.
• Familiarity with Salesforce Service Cloud and case management processes.
• Understanding of the Salesforce data model, including objects, fields, and relationships.
• Ability to run Salesforce reports and dashboards and write basic SOQL queries.
• Experience prioritising, escalating, and communicating support issues.
• Experience writing test cases and executing test plans.
• Experience with JIRA, Confluence, or similar tools.

Details

• Location: Pune, Maharashtra, India.
• Shift: 2nd shift.