Salesforce Support Analyst

About the role

The Salesforce Support Analyst provides platform administration, user management, and technical support across Sales, Service, Marketing, and Finance modules. You will act as the first responder for ticket resolution, release testing, and integration issues, ensuring compliance and smooth operations.

Key responsibilities

• Manage user profiles, roles, permission sets, and licensing for a large user base while maintaining SOX/GDPR compliance.
• Triaging and resolving Level 1 and Level 2 support tickets via Jira or ServiceNow within defined SLAs.
• Assist in testing new Salesforce releases and internal updates in sandbox environments before production deployment.
• Troubleshoot Sales Cloud pipeline issues, CPQ quoting errors, and Service Cloud case management, including Omni‑Channel routing.
• Monitor and support integrations with Marketing Automation platforms, ERP/Finance systems, and managed packages.
• Generate audit trails, system reports, and build complex dashboards for senior stakeholders.

Required profile

• 3+ years of hands‑on experience as a Salesforce Administrator or Support Analyst in a large‑scale environment (500+ users preferred).
• Active Salesforce Certified Administrator (ADM 201) certification.
• Strong analytical skills with 3–5 years of advanced Excel experience (VLOOKUP, Pivot Tables).
• English proficiency at B2 level or higher.

Required skills

• Salesforce administration, Flow, Validation Rules, CPQ, Service Cloud, and Knowledge Base.
• Tools: Salesforce Inspector, Data Loader, Workbench, Jira, ServiceNow.
• Advanced Excel for data manipulation and reporting.
• Understanding of integration concepts with ERP/Finance systems (e.g., Oracle) and Marketing Automation platforms.