APN Consulting Inc.
Website:
apnconsultinginc.com
Job details:
APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.
Direct Client Requirement
Job Role : Salesforce Business Analyst & Administrator
Location : Chandigarh
Duration : FTE
Position Summary
The Salesforce Business Analyst & Administrator supports customer service and sales teams by combining business analysis with hands-on Salesforce administration. This role primarily owns Salesforce Service Cloud while providing administrative and analytical support for Sales Cloud and Experience Cloud to ensure efficient operations, data integrity, and consistent CRM processes.
The position requires the ability to move between requirements gathering and hands-on configuration, and to act as a dependable point of contact for support issues, enhancements, and continuous improvement initiatives.
Detailed Responsibilities By Category
- Business Analysis & Requirements Translation
Summary: Translate business needs into workable Salesforce solutions and process improvements.
- Analyse business requirements and translate them into Salesforce solutions and process improvements.
- Run requirements sessions with customer service, sales, and operations stakeholders.
- Document current-state and target-state processes, including exceptions and edge cases.
- Assess whether requirements are best met through configuration, process change, or development.
- Define acceptance criteria and support user acceptance testing.
- Act as a point of contact for Salesforce support issues, enhancements, and continuous improvement initiatives.
2. Service Cloud Administration
Summary: Own day-to-day administration of Salesforce Service Cloud.
- Administer Service Cloud, including case management, queues, routing, automation, and approvals.
- Maintain case types, record types, assignment rules, escalation rules, and entitlement or SLA configuration.
- Configure omni-channel or channel-specific intake as required by the service model.
- Maintain knowledge, macros, and quick actions that support agent efficiency.
- Monitor case volumes, routing accuracy, and backlog, and adjust configuration accordingly.
3. Sales Cloud & Experience Cloud Support
Summary: Provide administrative and analytical support to adjacent clouds where business needs require.
- Provide Salesforce administrative support for Sales Cloud and Experience Cloud based on business needs.
- Support customer support workflows, sales-to-service handoffs, and digital self-service experiences.
- Maintain Experience Cloud site configuration, access, and content structures supporting self-service.
- Coordinate with the Sales Operations Administrator on shared Sales Cloud objects and processes.
- Escalate items outside the supported scope to the appropriate cloud owner or developer.
4. Configuration Across Supported Clouds
Summary: Deliver hands-on declarative configuration across Service, Sales, and Experience Clouds.
- Configure objects, fields, page layouts, reports, dashboards, and flows across supported clouds.
- Build and maintain validation rules and automation using Flow Builder.
- Maintain profiles, permission sets, roles, and sharing settings within platform security standards.
- Test configuration changes in a sandbox before release and document what changed.
- Coordinate configuration with Admins and Developers to avoid conflicts across clouds.
5. Reporting, Dashboards & Operational Insight
Summary: Provide the reporting that service and sales leaders rely on.
- Build and maintain reports and dashboards for service performance, SLAs, sales visibility, and operational insight.
- Translate reporting requests into report types, filters, and dashboard components.
- Maintain reporting folder structure, sharing, and access permissions.
- Surface trends, bottlenecks, and recurring issues from operational data.
- Monitor shared KPIs, including system uptime, data quality, and automation reliability.
6. User Onboarding, Training & Adoption
Summary: Support users so CRM processes are used consistently.
- Support user onboarding, training, and adoption of Salesforce tools and processes.
- Create and maintain user-facing documentation, process guides, and release notes.
- Deliver refresher training when processes or configuration change.
- Gather user feedback and feed it into the continuous improvement backlog.
- Monitor adoption and reinforce consistent CRM process usage.
7. Data Quality, Security & Governance
Summary: Maintain platform standards and participate in release and platform governance.
- Maintain data quality, security, and CRM adoption standards.
- Apply data governance and integration practices across supported clouds.
- Attend weekly alignment meetings with Sales Ops, Marketing Ops, Platform Ops, Client Service, and Developers.
- Participate in steering committee reviews to plan platform releases and priorities.
- Support release testing, validation, and post-release monitoring.
Required Qualifications
- Proven experience with Salesforce Sales, Service, and Experience Clouds.
- Proficiency in Flow Builder, validation rules, and platform security.
- Strong understanding of data governance and integration practices.
- Demonstrated business analysis capability, including requirements gathering and process documentation.
- Hands-on administration experience across case management, queues, routing, automation, and approvals.
- Strong written and verbal communication skills, including the ability to work with non-technical stakeholders.
Preferred Qualifications
- Salesforce Administrator certification; Business Analyst credential an advantage.
- Experience administering Experience Cloud self-service sites.
- Experience supporting sales-to-service handoff processes.
- Experience working within a governed release cycle alongside Salesforce developers.
- Experience supporting SLA and entitlement-based service operations.
We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.
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