IT Business Analyst - Salesforce Operations

About the role

The IT Business Analyst - SFDC Operations supports the daily operation, maintenance, user support, issue troubleshooting, configuration support, data quality monitoring and continuous improvement of Salesforce solutions for the China business. The role works closely with business stakeholders, Salesforce administrators, development and integration teams, and regional and global IT teams to keep the Salesforce platform stable, secure and efficient, supporting sales, service, pricing, reporting and digital transformation initiatives.

Key responsibilities

• Support daily operation and maintenance of Salesforce applications, including user support, incident handling, service requests and production issue follow-up
• Troubleshoot production issues, analyse root causes and coordinate with technical teams to deliver 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
• Support business users in daily use, clarify processes, give guidance and collect enhancement requests
• Coordinate with development, integration, SAP, middleware, data platform and regional/global IT teams on cross-system issues
• Support testing, release validation, deployment preparation, post-release verification and hypercare for SFDC changes
• Maintain SOPs, support guides, issue logs, knowledge base articles and operation documentation
• Identify recurring issues, process gaps and automation opportunities and propose improvements

Required profile

• Bachelor's degree or above in Computer Science, Information Systems, Software Engineering, Business Information Technology or a related major
• At least 3 years of Salesforce operation, administration, support or application maintenance experience in an enterprise environment
• Good communication skills in English and Chinese, with strong ownership, service mindset, problem-solving ability and attention to detail

Required skills

• Solid understanding of Salesforce platform capabilities: Sales Cloud, Service Cloud, reports, dashboards, workflows, flows, approval processes, user access control, security model and data model
• Hands-on experience in daily support, incident management, service requests, root cause analysis and production issue resolution
• Preferred: Salesforce configuration, data maintenance, data quality checks, release validation, sandbox usage, change sets and metadata deployment
• Preferred: integration scenarios with SAP, middleware, data platforms, pricing systems and reporting platforms
• Preferred: basic knowledge of Apex, SOQL, APIs, batch jobs or Salesforce development concepts
• Preferred: familiarity with sales management (pipeline, CPQ) and ITIL processes (tickets, SLAs, documentation)
• Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder or Platform Developer I are preferred