• Provide L2 support to CRM users worldwide while working closely with Engineering teams to maintain the operational integrity of production systems
• Act as an escalation point for L1 support and handle complex incidents and problem management activities
• Provide efficient application support and administration, including incident resolution and problem management follow up based on knowledge articles, SOPs and Run Books
• Configure, support, and provide subject matter expertise for Salesforce's Sales and Service clouds (Salesforce expertise is mandatory)
• Maintenance and customization users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions
• Perform final Data Mapping and execution of Data import of any approved business requests into CRM
• Create reports and dashboards to perform data analysis and to troubleshoot and fix bugs
• Identify risks, deliver clear documentation, and work directly with internal stakeholders and external vendors to resolve escalations
• Develop and design data insights for monitoring and scaling business processes
• Support AppExchange and integrations that are in place for the Salesforce core org working with other internal and external systems as well as other vendors
• Monitor and address SFDC tasks and tickets within SLA timelines
• Develop and update reports as needed
• Create new reports
• Develop / configure report customizations
• Provide field level access to users
• Update and Create flows in SFDC
• Resolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Identify ticket trends and work towards reducing recurrences
• Identify opportunities to simplify, optimize, and automate business processes
• (Good to have) Support or collaborate on Anaplan-related activities such as integrations, data flow, or model understanding
What you’ll need:
• Bachelor's Degree with a minimum of 2-3 years of Salesforce administration and L2 application/system support experience
• Hands-on Salesforce (SFDC) experience is mandatory
• Experience working on data models with hands-on report and dashboard building to perform data analysis
• Experience understanding business logic
• Proven ability to manage users, data, and security
• Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with keen attention to detail (especially in L2 support environments)
• Demonstrated proficiency in the use of data management tools such as Data Loader
• Detail-oriented with excellent verbal and written communication skills
• Exposure to Anaplan is a plus / good to have
