Salesforce Functional Business Analyst / Service Manager

About the role

A hybrid position in Ultralag, Heredia, for an experienced Salesforce Functional Business Analyst who also acts as Service Manager for the Salesforce support program. The role leads functional support for Service Cloud, Field Service and Experience Cloud, resolves and coordinates Level 2 issues with L3 developers, and oversees service performance, stakeholder communication, operational governance and continuous improvement.

Key responsibilities

• L2 functional support for Service Cloud, Field Service and Experience Cloud: analyse incidents and service requests, troubleshoot configuration, workflow, access, data and process issues, and provide workarounds and updates within SLAs.
• Identify recurring issues and recommend permanent corrective and preventive actions.
• Support releases, regression testing and deployment readiness.
• Translate functional findings into problem statements, business rules and acceptance criteria for L3 developers, track their actions and validate fixes.
• Maintain issue documentation, knowledge articles, known-error records and support procedures.
• Document current and future-state processes, user stories and functional specifications, and propose improvements to case management, field service and self-service.
• Monitor service performance against SLAs and KPIs, run service reviews and escalations, and report on ticket volumes, aging and SLA performance.
• Manage escalations and maintain a service improvement backlog.

Required profile

• 10-15 years of experience in Salesforce, business analysis, application support or service delivery.
• Demonstrated ability to triage incidents, analyse root causes and coordinate resolution with L3 developers.
• Experience managing production support in a structured, SLA-driven environment.
• Strong stakeholder management, communication and escalation-handling skills.

Required skills

• Hands-on functional knowledge of Salesforce Service Cloud, Field Service and Experience Cloud.
• Working knowledge of Salesforce configuration (objects, record types, page layouts, flows, permissions, queues, service processes).
• Writing requirements, user stories, functional specifications, test scenarios and acceptance criteria.
• Incident, problem, change and service request management.
• Desired: Salesforce Administrator or cloud certification, ITIL Foundation, experience with case management, Omni-Channel, knowledge and entitlements, Field Service scheduling and work orders, ticketing tools and Agile.