Career Category
Information Systems
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
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