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 Quot ation
- 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
