Salesforce BAU Support Analyst, Team Lead

Location: Mumbai, India

Job Summary

We are seeking a proactive Salesforce BAU Support Analyst with 3+ years of experience supporting enterprise Salesforce environments. The role is responsible for day-to-day platform support, production issue investigation, user assistance, minor enhancements, data operations, access administration, and coordination with business and technical teams. The successful candidate will help maintain platform stability, meet service expectations, and improve the user experience through timely and well-documented support.

Key Responsibilities

Production & BAU Support

• Provide day-to-day functional and technical support for Salesforce users and business teams.
• Triage, investigate, resolve, and track incidents, service requests, defects, and user queries.
• Analyze reported issues, identify root causes, document findings, and coordinate permanent fixes.
• Monitor support queues and ensure tickets are updated, prioritized, and resolved in line with agreed service levels.
• Escalate high-impact or complex issues to Salesforce developers, administrators, architects, or integration teams.

Salesforce Administration

• Support user onboarding, offboarding, access changes, password resets, roles, profiles, permission sets, queues, and public groups.
• Maintain standard and custom objects, fields, page layouts, record types, validation rules, reports, dashboards, and email settings.
• Assist with Salesforce Flow monitoring and basic configuration updates following approved change processes.
• Investigate login, visibility, sharing, data access, and permission-related issues.

Data Support & Reporting

• Perform approved data loads, updates, exports, cleansing, and validation using Salesforce data tools.
• Investigate data-quality issues, duplicates, missing values, ownership concerns, and integration discrepancies.
• Create and maintain operational reports and dashboards for support tracking and business reporting.
• Validate data before and after deployments, releases, and production fixes.

Release & Change Support

• Participate in impact analysis, testing, regression validation, UAT support, deployment readiness, and post-production checks.
• Coordinate minor enhancements and configuration changes with development, QA, DevOps, and business teams.
• Maintain implementation notes, release evidence, support procedures, and rollback or recovery information.
• Follow enterprise change-management, security, risk, and compliance controls.

Operational Excellence

• Maintain knowledge articles, troubleshooting guides, known-error records, and standard operating procedures.
• Identify recurring incidents and recommend automation, process, configuration, or training improvements.
• Communicate clearly with stakeholders regarding ticket status, business impact, dependencies, and resolution.
• Support periodic platform health, access, audit, and data-quality reviews.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Systems, or a related field, or equivalent practical experience.
• 3+ years of hands-on experience in Salesforce administration, application support, production support, or BAU operations.
• Strong understanding of Salesforce objects, relationships, security, sharing, profiles, permission sets, reports, dashboards, and data management.
• Experience handling incidents and service requests through Jira, ServiceNow, Azure DevOps, or a comparable ticketing platform.
• Working knowledge of Salesforce Flow, validation rules, approval processes, Data Loader, and data import/export activities.
• Ability to investigate issues using configuration review, user access checks, debug information, and structured root-cause analysis.
• Experience supporting testing, deployments, release validation, and post-production activities.
• Strong documentation, communication, stakeholder-management, analytical, and problem-solving skills.
• Ability to manage competing priorities and provide support within a controlled enterprise environment.

Preferred Qualifications

• Salesforce Certified Administrator certification.
• Experience with Financial Services Cloud or Salesforce solutions used in financial-services environments.
• Familiarity with integrations, APIs, scheduled jobs, ETL processes, and middleware support.
• Knowledge of ITIL practices, including incident, problem, service-request, and change management.
• Exposure to Salesforce sandboxes, metadata deployments, Git, Copado, Gearset, Salesforce DevOps Center, or comparable tools.
• Experience supporting audit evidence, access reviews, security controls, and regulated business processes.

Key Competencies

• Customer-focused support
• Incident triage & resolution
• Salesforce administration
• Data quality & reporting
• Root-cause analysis
• Release and UAT support
• Process documentation
• Stakeholder communication

Certification Preferred: Salesforce Certified Administrator.

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