Career CategoryInformation SystemsJob DescriptionAs 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 ManagementProvide L2/L3 production support for Salesforce applications and related integrated systemsPerform issue triaging, prioritization, and resolution tracking for incidents and service requestsWork closely with business and technical teams for quick resolution and stakeholder communicationConduct Root Cause Analysis (RCA) and recommend preventive actionsSupport 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 systemsIdentify issues in data pipelines, integrations, and batch processesValidate data consistency, integrity, and reconciliation between systemsCollaborate with engineering teams to resolve API, integration, and transformation issuesSupport data migration, ingestion, and batch troubleshooting activities 3. Data Analysis & ReportingPerform data analysis using SQL/analytics tools to derive insights and identify anomaliesDevelop reports and dashboards to support business decisionsConduct data validation and quality assessment across systemsProvide ad-hoc analysis for defects, incidents, and business queries4. Impact AnalysisConduct functional and technical impact analysis for change requests, defects, and enhancementsAssess impact across data, integrations, downstream processes, and reportingProvide clear impact documentation and recommendations for stakeholdersSupport release planning by identifying dependencies, risks, and mitigation strategies 5. Business & Stakeholder CollaborationAct as a bridge between business and technical teams to translate issues into actionable insightsParticipate in Agile ceremonies (stand-ups, backlog grooming, sprint planning)Provide regular updates to stakeholders on incidents, risks, and progressSupport UAT and validation activities6. Continuous ImprovementIdentify opportunities for process optimization, automation, and improved monitoringEnhance triaging frameworks, SOPs, and knowledge base documentationContribute to best practices for data handling and Salesforce support modelsRequired Skills & QualificationsCore SkillsSalesforce Production Support & AdministrationTechnical Data Flow Analysis & Issue TriagingData Analysis (SQL, Reporting, Data Validation)Impact Analysis (Functional & Technical)Technical SkillsSalesforce 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 integrationsExperience in incident management tools (ServiceNow/JIRA)Experience5-9 years of experience in Business Analysis / Program Analysis / Support rolesExperience working in Salesforce-based enterprise environmentsProven experience in triaging, RCA, and stakeholder handling Preferred QualificationsExposure to Databricks / Data platforms / ETL processesExperience in Agile/Scrum environmentsSalesforce certifications (Admin / Business Analyst / Platform)Soft SkillsStrong analytical and problem-solving skillsExcellent communication and stakeholder managementAbility to handle production-critical issues under pressureHigh attention to detail and ownership mindset.