Salesforce Support Analyst

hace 2 semanas

Ciudad de México, Ciudad de México Indus Group Inc A tiempo completo

Salesforce Support Analyst
based in Mexico/Colombia working remote.

Contract Period:
1 year with possible extension

IBM/Abbotts labs

Job Summary:

We are seeking a highly skilled and experienced
Salesforce Support Analyst
to join our team in supporting and enhancing Salesforce applications under an
Application Management Services (AMS)
model. The ideal candidate will be responsible for resolving support tickets, identifying and addressing root causes, collaborating with end users, and ensuring the stability and performance of the Salesforce platform.

Key Responsibilities:

  • Provide
    day-to-day support
    for Salesforce applications in an AMS environment.
  • Analyze and resolve
    incidents, service requests, and change requests
    within defined SLAs.
  • Perform
    root cause analysis
    for recurring issues and implement long-term solutions.
  • Collaborate with business users to understand issues and provide
    functional and technical support
    .
  • Develop and deploy
    enhancements, bug fixes, and configuration changes
    using Salesforce best practices.
  • Maintain and improve
    system documentation
    , including technical specifications and user guides.
  • Monitor system performance and proactively identify areas for improvement.
  • Participate in
    release management
    , testing, and deployment activities.
  • Work closely with cross-functional teams including QA, business analysts, and project managers.

Preferred Qualifications:

  • 5+ years of hands-on experience in
    Salesforce development and consulting
    .
  • Strong expertise in
    Salesforce configuration, Apex, Visualforce, Lightning Components (Aura/LWC)
    .
  • Experience with
    Salesforce Service Cloud, Sales Cloud
    .
  • Proven experience in
    AMS or production support environments
    .
  • Strong understanding of
    ITIL processes
    and ticketing tools (e.g., ServiceNow, Jira).
  • Excellent
    problem-solving and analytical skills
    .
  • Strong communication skills with the ability to interact with
    technical and non-technical stakeholders
    .
  • Ability to work on fast-paced environments.
  • Familiarity with Agile methodologies.
  • Strong understanding of business processes and how Salesforce can be leveraged to improve them

Languages

  • Spanish – Native
  • English - Fluent

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