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**
