Senior Business Systems Support Analyst

Location: Bangalore

We are looking for a Senior Business Systems Support Analyst to support business-critical applications across Salesforce, NetSuite and our other related enterprise systems. This role is ideal for someone with strong application support experience, positive Salesforce functional knowledge, and the ability to troubleshoot user issues, manage support tickets, work with cross-functional teams, and support business operations across multiple systems. The position will primarily focus on Salesforce production support, while also providing support across connected business platforms such as NetSuite, Boomi integrations, Partner Portal, CPQ, Docusign and other internal business applications.

What You Will Work On

- Salesforce Support: user queries, access requests, reports, dashboards, data visibility issues, validation errors, workflows, approvals, and process-related support.
- NetSuite Support: finance-related user requests, role/access issues, approval workflows, transaction-related queries, invoice or order-related support, and coordination with finance users.
- Boomi / Integration Support: initial investigation of integration-related issues, failed syncs, data flow concerns, error identification, and coordination with integration or technical teams.
- Partner Portal Support: partner user access, login issues, role-based visibility, request routing, and support for partner-facing business processes.
- CPQ / Quote-to-Cash Support: support for quote, opportunity, order, approval, billing, and downstream process-related issues.
- Reporting Dashboards: support users with reports, dashboards, KPIs, saved views, and operational reporting requirements.
- Ticket Incident Management: triage, prioritization, SLA-based resolution, escalation handling, documentation, and user communication.
- Process Improvement: identify recurring issues, support gaps, and opportunities to improve user experience and operational efficiency.

Key Responsibilities





- Provide functional support for Salesforce and related business systems used across Sales, Finance, Customer Experience, Partner Operations, and Go-To-Market teams.
- Triage, investigate, and resolve application support tickets within agreed SLA timelines.
- Support users with how-to queries, troubleshooting, access issues, reporting requests, and process guidance.
- Investigate issues related to Salesforce objects, fields, reports, dashboards, workflows, validation rules, permissions, approval flows, and data visibility.
- Support NetSuite-related user requests, including access, approvals, finance workflows, and business process queries.
- Perform initial analysis of Boomi/integration-related issues and coordinate with technical teams for resolution.
- Support Partner Portal-related access, visibility, and user support requests.
- Collaborate with Salesforce admins, NetSuite teams, integration teams, QA, business stakeholders, and technical teams to resolve complex or recurring issues.
- Maintain SOPs, FAQs, resolution notes, knowledge articles, and support documentation.
- Support system enhancements, feature rollouts, process changes, testing activities, and business adoption.
- Identify support trends, recurring issues, and process gaps, and recommend improvements.

Required Skills Experience

- 5+ years of experience in business systems support, application support, Salesforce support, or IT support operations.
- Hands-on experience supporting Salesforce in a production environment.
- Good understanding of Salesforce objects, fields, reports, dashboards, workflows, validation rules,



permissions, and security model.
- Experience working with ticketing tools such as Zendesk, ServiceNow, Jira, or similar platforms.
- Strong understanding of incident management, SLA-based support, prioritization, and escalation handling.
- Ability to troubleshoot user issues, identify root causes, and provide clear resolutions.
- Strong communication skills with the ability to work effectively with business users and technical teams.
- Ability to manage multiple priorities in a fast-paced support environment.
- Strong analytical and problem-solving skills with attention to detail.

Good to Have

- Exposure to NetSuite, Boomi, CPQ, Partner Portal, ERP systems, or quote-to-cash processes.
- Familiarity with Workday or other HR/People systems from a functional support or integration perspective.
- Salesforce Administrator certification or similar Salesforce certification.
- Experience supporting teams across Sales, Finance, Customer Success, Partner Operations, Support, or Go-To-Market functions.
- Understanding of integrations from a functional support perspective.
- Experience creating SOPs, support documentation, knowledge articles, and user training material.
- Experience supporting UAT, system enhancements, and process improvement initiatives.

Ideal Candidate

The ideal candidate should be a strong business systems support partner who can support users across multiple enterprise applications, not just resolve tickets. This role requires someone who can understand business impact, communicate clearly with users, troubleshoot issues effectively, coordinate with technical teams, and contribute to continuous improvement across support operations.

Disclaimer : This job posting has been aggregated from external source. Role detailscontentand availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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