Business Systems Analyst 2

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Business Systems Analyst 2 About the job This position is needed to provide operational and technical Salesforce support to North America and Latin America Sales organizations. The role ensures Salesforce CPQ, OLM, and multiple Salesforce instances run efficiently, supporting business processes with high process integrity and stability. This role requires to work on NAMER shift(8:30PM - 6:30AM IST) Responsibilities In this role, you’ll: Manage Salesforce user setup, roles, profiles, permissions, and security settings. Oversee Salesforce case management, ensuring SLAs and response times are met. Maintain page layouts, workflows, validation rules, and approval processes. Serve as the escalation point for advanced Salesforce user requests. Troubleshoot and resolve CPQ and multi-instance Salesforce issues. Configure and maintain Salesforce CPQ (catalogs, pricing, discounting, approvals). Support OLM processes including orders, renewals, cancellations, and billing triggers. Ensure synchronization of Salesforce data with ERP/Billing systems. Collaborate with Sales Ops, Finance, IT, and Product teams. Recommend process automation and continuous improvement. Support UAT, deployments, and develop user training materials. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! * Required : 3+ years’ experience as a Salesforce Administrator (Sales Cloud). Salesforce Administrator certification (ADM-201). Strong expertise in Salesforce CPQ administration and configuration. Understanding of Salesforce data model, sharing rules, and security. Experience troubleshooting complex integrated system issues. Desired : Salesforce CPQ Specialist certification. Experience with Salesforce Revenue Cloud, Billing, or ERP integrations. Knowledge of Apex, Flow, SOQL, and advanced automation. Strong analytical and problem-solving skills. Excellent communication skills for technical and non-technical audiences. Location This role will be remote, and based in India. (Karnataka, Maharashtra, Telangana, Tamil Nadu, New Delhi) Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your