Sr Associate IS Prog Analyst

Amgen

India - Hyderabad Onsite Is

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About this role

Career Category

Information Systems

Job Description

As a Program Analyst, you will play a critical role in supporting Salesforce applications, triaging technical/data issues, and performing data & impact analysis to ensure smooth business operations. This role acts as a bridge between business stakeholders, data teams, and technical teams, ensuring efficient issue resolution, data integrity, and informed decision-making.

You will work in a highly collaborative Agile environment, supporting production systems, analyzing data flows across integrated platforms, and driving continuous improvement initiatives.

Key Responsibilities

1. Salesforce Support & Issue Management

Provide L2/L3 production support for Salesforce applications and related integrated systems
Perform issue triaging, prioritization, and resolution tracking for incidents and service requests
Work closely with business and technical teams for quick resolution and stakeholder communication
Conduct Root Cause Analysis (RCA) and recommend preventive actions
Support activities such as user access, configuration updates, and data corrections

2. Technical Data Flow Analysis (Triaging Focus)

Analyze end-to-end data flows across Salesforce and upstream/downstream systems
Identify issues in data pipelines, integrations, and batch processes
Validate data consistency, integrity, and reconciliation between systems
Collaborate with engineering teams to resolve API, integration, and transformation issues
Support data migration, ingestion, and batch troubleshooting activities

3. Data Analysis & Reporting

Perform data analysis using SQL/analytics tools to derive insights and identify anomalies
Develop reports and dashboards to support business decisions
Conduct data validation and quality assessment across systems
Provide ad-hoc analysis for defects, incidents, and business queries

4. Impact Analysis

Conduct functional and technical impact analysis for change requests, defects, and enhancements
Assess impact across data, integrations, downstream processes, and reporting
Provide clear impact documentation and recommendations for stakeholders
Support release planning by identifying dependencies, risks, and mitigation strategies

5. Business & Stakeholder Collaboration

Act as a bridge between business and technical teams to translate issues into actionable insights
Participate in Agile ceremonies (stand-ups, backlog grooming, sprint planning)
Provide regular updates to stakeholders on incidents, risks, and progress
Support UAT and validation activities

6. Continuous Improvement

Identify opportunities for process optimization, automation, and improved monitoring
Enhance triaging frameworks, SOPs, and knowledge base documentation
Contribute to best practices for data handling and Salesforce support models

Required Skills & Qualifications

Core Skills

Salesforce Production Support & Administration
Technical Data Flow Analysis & Issue Triaging
Data Analysis (SQL, Reporting, Data Validation)
Impact Analysis (Functional & Technical)

Technical Skills

Salesforce CRM (Sales/Service Cloud preferred)
Data analysis tools (SQL, Excel, dashboards)
Integration concepts (APIs, batch processing, ETL pipelines)
Understanding of data models, workflows, and system integrations
Experience in incident management tools (ServiceNow/JIRA)

Experience

5-9 years of experience in Business Analysis / Program Analysis / Support roles
Experience working in Salesforce-based enterprise environments
Proven experience in triaging, RCA, and stakeholder handling

Preferred Qualifications