Senior Business Support Analyst - Service Cloud
Hybrid · Bengaluru, Karnataka, India
Job Summary
Senior Business Support Analyst to join our Service Cloud Support team in Bangalore. You will develop and maintain Salesforce Admin capabilities (Validation Rules, Profiles, Role hierarchy, Flows, Email templates/notifications, Sharing settings, OWD, Email to Case, Field Dependencies, Permission sets, Managed Packages); conduct testing, troubleshooting, and bug fixing to ensure Salesforce process accuracy; manage queues, incidents, and major incidents while adhering to SLAs; execute Sandbox refresh and related activities; and collaborate cross-functionally with Dev, BSA, BI, and business stakeholders to manage multiple tasks with precision. You thrive in ambiguity, demonstrate ownership, are a problem-solver, and are a high-trust collaborator with a growth mindset.
Required Qualifications
- 5-7 years of experience with Salesforce (Service Cloud)
- deep understanding of Service Cloud related objects such as Case, Case Feed, SLA, Milestones, Contact Center, Escalation, Knowledge, Support Portal, Survey, chatbot, and Skills
- Strong understanding of SFDC Admin functionality encompassing object management, security models, FLS, Lightning App Builder, and Lightning
- Solid knowledge of integrations, automations, and reporting capabilities
- Proven experience working with JIRA, Asana, Confluence, and ServiceNow
- Ability to work in a rotational shift and manage tasks effectively to meet tight deadlines
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