**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 cooperative 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**

📌 Sr Associate IS Prog Analyst (Hyderabad)
🏢 AMGEN
📍 Hyderabad