Senior Salesforce Analyst

Kyndryl

. Provide day-to-day support for CRM platforms, primarily Microsoft Dynamics 365 Sales .

Posted 10/27/2026full-timeBangalore • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CRM and Marketing Automation platforms, particularly Microsoft Dynamics 365 and Salesforce, with strong analytical and troubleshooting skills to enhance user experience and support processes. Proficient in delivering training, creating documentation, and managing user support in a fast-paced environment.

Highest-signal resume keywords

Microsoft Dynamics 365 SalesSalesforce Sales CloudCRM SupportTroubleshooting SkillsUser Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM PlatformsMarketing AutomationData IntegrationAMPscriptQuality AssuranceReportingDashboardsAnalytical SkillsProcess ImprovementSoftware Testing

Soft Skills

Communication SkillsInterpersonal SkillsCollaboration SkillsProblem-Solving SkillsTime Management

Tools & Technologies

Salesforce Marketing CloudSugarCRMSugarMarketJiraServiceNowMicrosoft Teams

Certifications & Qualifications

CRM CertificationMarketing Automation Certification

Industry Keywords

End-User SupportApplication SupportCustomer ServiceBusiness ProcessesSystem Usability

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Provide day-to-day support for CRM platforms, primarily Microsoft Dynamics 365 Sales
Support Salesforce Sales Cloud and SugarCRM users as required
Support Microsoft Dynamics 365 Customer Insights and other Marketing Automation platforms
Support Salesforce Marketing Cloud and SugarMarket users as required
Troubleshoot data integrations between CRM and Marketing Automation platforms
Provide responsive end-user support through email, Microsoft Teams, meetings, and established support channels
Communicate support request status, resolution progress, and next steps to users
Deliver training and guidance on system functionality, business processes, and best practices
Troubleshoot user issues and provide solutions, workarounds, or guidance
Investigate, reproduce, document, and escalate system issues to Engineering or technical teams
Validate fixes, enhancements, and configuration changes
Use AMPscript to support business requirements and create personalized or dynamic content
Perform email quality assurance, including validating content, links, personalization, and rendering
Create and maintain user guides, support documentation, procedures, and knowledge articles
Collaborate with colleagues, technical teams, and business stakeholders to improve system usability, support processes, and user experience
Monitor architecture, optimize code, and support mainframe modernization

Requirements

What you’ll need

3 - 5 years of experience in Salesforce
Minimum of 2 years of experience in a customer service, application support, or end-user support role
Working knowledge of CRM and/or Marketing Automation platforms, including Microsoft Dynamics 365 Sales and Customer Insights, Salesforce Sales Cloud and Marketing Cloud, SugarCRM, and SugarMarket
Experience supporting and training end users on CRM and/or Marketing Automation platforms
Strong analytical, troubleshooting, and problem-solving skills
Ability to manage multiple priorities and requests in a fast-paced environment
Experience implementing new processes and improving existing processes and ways of working
Excellent written and verbal communication skills
Strong interpersonal and collaboration skills
Understanding of software testing, quality assurance processes, and methodologies
Certification in one or more CRM or Marketing Automation platforms preferred but not required
Experience with Jira or ServiceNow preferred
Experience creating, interpreting, or supporting reports, dashboards, and analytics preferred

Benefits

Comp & perks

Flexible, supportive environment
Well-being support through Be Well programs for financial, mental, physical, and social health
Hands-on experience and learning opportunities
Opportunities to certify in major platforms
Personalized development goals and continuous feedback
Certifications with Microsoft, Google, and Amazon
Coaching and hands-on experiences
Cutting-edge learning opportunities
Hybrid-friendly culture
Employee referral opportunity