About this role
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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