Job Description

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