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
Exposure to Databricks / Data platforms / ETL processes
Experience
in Agile/Scrum environments Salesforce certifications (Admin / Business Analyst / Platform) Soft Skills Strong analytical and problem-solving skills Excellent communication and stakeholder management Ability to handle production-critical issues under pressure High attention to detail and ownership mindset . Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential. For more information, visit www.amgen.com and follow us on www.twitter.com/amgen