Senior Salesforce Business Analyst

About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.

We are seeking a highly motivated Senior Systems Analyst with experience in Salesforce CRM, production support, business analysis, and project delivery. This role will serve as a key liaison between business and technology teams, driving the successful delivery of CRM enhancements, strategic initiatives, and system improvements. The role is focused primarily on project delivery, business analysis, and solution ownership (70%), while continuing to provide production support and incident management (30%) to ensure operational stability and business continuity. Project Delivery, Business Analysis & Solution Ownership (70%) Lead requirements gathering sessions with business stakeholders to identify opportunities, define business needs, and recommend CRM solutions. Drive end-to-end delivery of Salesforce CRM enhancement projects from inception through implementation. Partner with Product Managers, Business Leaders, Architects, and Development teams to translate business requirements into scalable solutions. Own the creation of user stories, functional requirements, process flows, acceptance criteria, and solution documentation. Facilitate prioritization discussions and manage enhancement backlogs in partnership with business stakeholders. Coordinate project activities, timelines, risks, dependencies, and key deliverables to ensure successful execution. Lead functional design reviews and support solution validation throughout the development lifecycle. Develop comprehensive test strategies, test scenarios, and test scripts for new functionality. Coordinate and lead User Acceptance Testing (UAT), ensuring business readiness and successful adoption. Support release planning, deployment readiness activities, and post-implementation validation. Analyze business processes and identify opportunities to improve efficiency, data quality, user experience, and system effectiveness. Act as a trusted advisor to business partners by proactively recommending process improvements and CRM best practices. Provide project status updates, risks, dependencies, and recommendations to leadership and key stakeholders. Mentor junior analysts and support knowledge sharing across the team. CRM Production Support & Incident Management (30%) Provide advanced application support for Salesforce CRM and related business systems. Manage and resolve production incidents, service requests, and support tickets within established SLAs. Investigate complex user issues, perform root cause analysis, and coordinate resolution with technical teams. Monitor system performance and identify recurring issues requiring long-term corrective actions. Track defects and enhancements through Jira and drive issues through closure. Support production releases and validate successful deployment outcomes. Develop and maintain support documentation, knowledge articles, and operational procedures. Collaborate with Production Support teams to ensure application stability and continuous improvement.