Career Category

Job Description

As a Program Analyst, you will play a critical role in supporting Salesforce applications, triaging technical/data issues, and performing data & impact analysis to ensure smooth business operations. This role acts as a bridge between business stakeholders, data teams, and technical teams, ensuring efficient issue resolution, data integrity, and informed decision-making.

You will work in a highly collaborative Agile environment, supporting production systems, analyzing data flows across integrated platforms, and driving continuous improvement initiatives.

Key Responsibilities

1. Salesforce Support & Issue Management

• Provide L2/L3 production support for Salesforce applications and related integrated systems
• Perform issue triaging, prioritization, and resolution tracking for incidents and service requests
• Work closely with business and technical teams for quick resolution and stakeholder communication
• Conduct Root Cause Analysis (RCA) and recommend preventive actions
• Support activities such as user access, configuration updates, and data corrections

2. Technical Data Flow Analysis (Triaging Focus)

• Analyze end-to-end data flows across Salesforce and upstream/downstream systems
• Identify issues in data pipelines, integrations, and batch processes
• Validate data consistency, integrity, and reconciliation between systems
• Collaborate with engineering teams to resolve API, integration, and transformation issues
• Support data migration, ingestion, and batch troubleshooting activities

3. Data Analysis & Reporting

• Perform data analysis using SQL/analytics tools to derive insights and identify anomalies
• Develop reports and dashboards to support business decisions
• Conduct data validation and quality assessment across systems
• Provide ad-hoc analysis for defects, incidents, and business queries

4. Impact Analysis

• Conduct functional and technical impact analysis for change requests, defects, and enhancements
• Assess impact across data, integrations, downstream processes, and reporting
• Provide clear impact documentation and recommendations for stakeholders
• Support release planning by identifying dependencies, risks, and mitigation strategies

5. Business & Stakeholder Collaboration

• Act as a bridge between business and technical teams to translate issues into actionable insights
• Participate in Agile ceremonies (stand-ups, backlog grooming, sprint planning)
• Provide regular updates to stakeholders on incidents, risks, and progress
• Support UAT and validation activities

6. Continuous Improvement

• Identify opportunities for process optimization, automation, and improved monitoring
• Enhance triaging frameworks, SOPs, and knowledge base documentation
• Contribute to best practices for data handling and Salesforce support models

Required Skills & Qualifications

Core Skills

• Salesforce Production Support & Administration
• Technical Data Flow Analysis & Issue Triaging
• Data Analysis (SQL, Reporting, Data Validation)
• Impact Analysis (Functional & Technical)

Technical Skills

• Salesforce CRM (Sales/Service Cloud preferred)
• Data analysis tools (SQL, Excel, dashboards)
• Integration concepts (APIs, batch processing, ETL pipelines)
• Understanding of data models, workflows, and system integrations
• Experience in incident management tools (ServiceNow/JIRA)

Experience

• 5-9 years of experience in Business Analysis / Program Analysis / Support roles
• Experience working in Salesforce-based enterprise environments
• Proven experience in triaging, RCA, and stakeholder handling

Preferred Qualifications

• Exposure to Databricks / Data platforms / ETL processes
• Experience in Agile/Scrum environments
• Salesforce certifications (Admin / Business Analyst / Platform)

Soft Skills

• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management
• Ability to handle production-critical issues under pressure
• High attention to detail and ownership mindset