Salesforce Business Analyst

About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP. Job Description We are seeking a Systems Analyst with over 2 years of experience in Salesforce/CRM support, incident management, defect tracking, and business support. This role is primarily focused on CRM production support activities (approximately 80%), including managing support tickets, troubleshooting user issues, investigating defects, and partnering with business and development teams to ensure timely resolution of production incidents. The remaining 20% of the role will involve business analysis, testing, documentation and support. Key Responsibilities CRM Production Support (80%) Serve as the primary support analyst for Salesforce CRM applications. Manage and resolve CRM support tickets and production incidents within established SLAs. Investigate, troubleshoot, and resolve user-reported issues and system defects. Work closely with business users to understand reported issues and provide timely solutions. Perform root cause analysis and coordinate fixes with developers and technical teams. Monitor ticket queues and prioritize incidents based on business impact. Track defects through Jira and drive issues through resolution and closure. Communicate issue status, risks, and resolutions to business stakeholders and leadership. Support production releases and perform post-deployment validations. Create and maintain knowledge articles and support documentation. Collaborate with Production Support Leads and cross-functional teams to ensure system stability. Business Analysis & Testing (20%) Gather and document business requirements for enhancements and defect fixes. Write Jira stories, acceptance criteria, and functional specifications. Develop and execute test cases and test scripts. Support functional, integration, and regression testing activities. Coordinate User Acceptance Testing (UAT) with business teams. Required Qualifications Over 2 years of experience in Salesforce/CRM Application Support, Systems Analysis. Experience handling production support tickets and incident management. Salesforce CRM experience. Experience with Jira for ticket management, defect tracking, and story creation. Ability to troubleshoot application issues and perform root cause analysis. Strong communication skills with the ability to work directly with business users. Experience writing test cases, test scripts, and user stories. In-Office Collaboration We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process. Full-Time/Part-Time Full time Timings (2:00p-10:30p) India Business Unit AWMPO AWMP&S President's Office Job Family Group Technology Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.