Sr Associate IS Prog Analyst

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 Responsibilities1. 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 corrections2. 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 activities3. 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 queries4. 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 activities6. 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 (Service Now/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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