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Business Analyst - Salesforce

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Are you the one?

Inviting applications for the role of Business Analyst - Salesforce

The role requires understanding of Salesforce. The role also requires effective interpersonal skills for direct communication with clients, other support teams such as L2 and L3 teams as well as internal partners. The role also requires the applicant to optimally resolve, priorities or advance tickets based on rules as set up by the SOP. This is a team lead role and will require prior experience in leading teams. The applicant must also have good analytical skills to develop Root Cause Analysis and other analytics based on volumes of support and identify areas of improvement in productivity.

Responsibilities

  • Must have prior experience in leading teams and client facing roles
  • Monitoring of ticket queues
  • Investigate the issues/tickets & provide resolution or triage it and hand over to Next Level Support team if needed
  • Provide the Governance & Reporting function to the program
  • Assign and Prioritize the Issues/Requests
  • Continuously improves the health of the program by improving knowledge management & process upliftment
  • Identify Automation Opportunities and work with the team for Build and Implementation
  • Ability to develop reports on incident volumes, SLA compliance, Root Cause Analysis
  • Must have experience in Salesforce admin or support

Qualifications we seek in you!

Minimum qualifications

Graduate/ Post Graduate

Preferred qualifications

BE/ B tech. / MCA / MSc. / BSc.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

 

Job: Business Analyst

Job ID: BFS015933

Primary Location: India - Bangalore

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Sep 8, 2021

Master Skills List: Operations

Job Category: Full Time