Johnson Controls · Pune
Sales & Businessposted 10d ago
The IT Business Analyst - SFDC Operations will be responsible for daily operation, maintenance, user support, issue troubleshooting, configuration support, data quality monitoring, and continuous improvement of Salesforce solutions for China business. This role will work closely with business stakeholders, Salesforce administrators, development teams, integration teams, and regional/global IT teams to ensure stable, secure, and efficient SFDC platform operation supporting sales, service, pricing, reporting, and digital transformation initiatives.
How you will do it
Support daily operation and maintenance of Salesforce applications, including user support, incident handling, service requests, and production issue follow-up
Troubleshoot SFDC production issues, analyze root causes, coordinate with technical teams, and provide timely solutions or workarounds
Perform routine Salesforce administration and configuration support, including user access, roles, profiles, permission sets, reports, dashboards, workflows, flows, validation rules, and approval processes
Monitor system health, data quality, integration status, and daily job execution to ensure stable SFDC platform operation
Support business users in daily SFDC usage, clarify system processes, provide guidance, and collect enhancement or optimization requirements
Coordinate with Salesforce development, integration, SAP, middleware, data platform, and regional/global IT teams to resolve cross-system issues
Support testing, release validation, deployment preparation, post-release verification, and hypercare activities for SFDC changes
Maintain SOPs, support guides, issue logs, knowledge base articles, and operation documentation to improve support efficiency and knowledge sharing
Identify recurring issues, process gaps, and automation opportunities, and propose continuous improvement actions to enhance user experience and operational efficiency
What we look for
Bachelor’s degree or above in Computer Science, Information Systems, Software Engineering, Business Information Technology, or related majors is required
A minimum of 3 years of Salesforce operation, administration, support, or application maintenance experience in an enterprise environment
Solid understanding of Salesforce platform capabilities, including Sales Cloud, Service Cloud, reports, dashboards, workflows, flows, approval processes, user access control, security model, and data model
Hands-on experience in Salesforce daily support, incident management, service request handling, root cause analysis, and production issue resolution
Experience with Salesforce configuration, data maintenance, data quality checks, release validation, sandbox usage, change sets, or metadata deployment is preferred
Good understanding of Salesforce integration scenarios with SAP, middleware, data platforms, pricing systems, reporting platforms, or other enterprise applications is a plus
Basic knowledge of Apex, SOQL, APIs, batch jobs, or Salesforce development concepts is preferred to support issue analysis and communication with development teams
Familiarity with sales management, include pipeline management, Configuration, Pricing and Quotation
Familiarity with ITIL processes, ticket management, SLA follow-up, operation documentation, and knowledge base maintenance is preferred
Ability to communicate effectively with business users, translate business issues into system support actions, and coordinate across local, regional, and global teams
Good communication skills in English and Chinese, with strong ownership, service mindset, problem-solving capability, attention to detail, and continuous improvement mindset
Salesforce certifications such as Salesforce Administrator, Advanced Administrator, Platform App Builder, or Platform Developer I are preferred