Salesforce Business Analyst - Service Cloud1We are seeking a Business Analyst to join our Business Technology team. In this role, you will be responsible for supporting Salesforce Service Cloud and integrating third-party or internal applications. Your core responsibilities include triaging and resolving production issues, managing user queries (including via Slack channels), writing and executing test cases, and ensuring system reliability.

You will work closely with cross-functional teams, including business users, SAAS engineering, QA automation, and Product Managers, to ensure quick and effective resolution of issues, while maintaining a high level of service quality and user satisfaction.

Key Responsibilities:
• Develop a deep understanding of the business processes, tools, and systems supported, particularly in Service Cloud within the Salesforce ecosystem.
• Act as the primary point of contact for production issues
• Monitor and triage Slack channels and the JIRA backlog to ensure timely resolution of queries and issues
• Work closely with stakeholders, other BAs,



and Product Managers to investigate, replicate, and resolve production issues
• Collaborate with cross-functional teams to gather relevant information, replicate, and resolve production issues
• Write, maintain, and execute test cases for validating production fixes and enhancements
• Track recurring issues and identify root causes; suggest and drive long-term solutions and process improvements
• Maintain a log of issues, fixes, and known issues on Confluence
• Prioritise and manage a backlog of support tickets and bug fixes based on business impact and urgency
• May contribute to enhancements as needed
• Assist in UAT coordination and sign-off for production fixes and minor enhancements
• Willing to work on 2nd Shift

Qualifications:
• 5+ years of experience in a Business Systems Analyst role
• Familiarity with Service Cloud in Salesforce CRM and case management processes
• Solid understanding of

📌 Salesforce Business Analyst (Pune)
🏢 Jade Global
📍 Pune