Senior Salesforce Analyst

Responsibilities

• Serve as a primary point of contact for incoming BAU tickets, triaging, troubleshooting, and resolving issues in a timely manner.
• Document current-state workflows and proactively identify areas for incremental improvement through process mapping and analysis.
• Identify system changes needed including validation rules, flows, page layouts, email alerts, and picklist modifications.
• Perform data analysis and generate reports to support operational decision-making and track the effectiveness of implemented solutions.
• Partner with cross-functional teams (Customer Success, Onboarding, Billing, Deal Desk, BizTech) to understand their needs and deliver solutions that align with how teams operate.
• Support User Acceptance Testing (UAT) by writing and executing test cases to confirm that solutions meet business requirements.
• Participate in team ceremonies throughout the Software Development Lifecycle (SDLC), including daily standups, sprint planning, sprint reviews, and demos.
• Write clear user stories with functional and technical specifications to communicate requirements to developers when needed.
• Gather user feedback and analyze post-launch usage data to inform future enhancements.
• Maintain and update documentation for processes, system configurations, and standard operating procedures.
• Identify and troubleshoot Salesforce (Service Cloud) and Gainsight to support post-sales workflows and business processes.
• Perform ad-hoc requests from stakeholders as needed.

Requirements

• A self-starter mentality with critical thinking skills and the ability to work with minimal direct supervision.
• Proactively identify process gaps or downstream impacts.
• Experience working in business operations within a SaaS environment, with a strong understanding of the customer lifecycle.
• Hands-on Salesforce experience, with a solid understanding of best practices and platform functionality.
• Demonstrated ability to troubleshoot system issues, analyze root causes, and document independently.
• Willingness to learn how to create process maps, writing user stories, documenting business requirements, and executing user acceptance tests.
• Strong written and verbal communication skills, with the ability to explain complex problems clearly to stakeholders at all levels.
• Ability to manage competing priorities, recurring tasks, and ad-hoc requests in a fast-paced environment.
• Proficiency in English (written and verbal) for cross-functional collaboration with US-based team
• Experience with Smartsheet, Gainsight, or Salesloft.
• Familiarity with Jira and Confluence for project tracking and documentation.
• Salesforce certifications (e.g., Salesforce Administrator).
• Experience supporting or participating in system migrations or integrations.
• When you will work: Mon-Fri Flexible (Armenia)
• Be Human With Us:
• Use of AI Technology:

Benefits

Additional Information

Ready to be a Titan? ServiceTitan is looking for a Senior Salesforce Analyst to join our Revenue Solutions Post Sales team in Armenia. This role focuses on the day-to-day operational needs of the post-sales organization, including handling incoming requests, resolving production support tickets, executing Business As Usual (BAU) work, and maintaining and improving our revenue systems. The right candidate will be detail-oriented, reliable, and comfortable learning how to work across Salesforce and Gainsight to keep our post-sales processes running smoothly. This is a great opportunity for someone who enjoys solving problems, working cross-functionally, and building expertise in complex systems within a fast-paced SaaS environment.

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