Consultant – WTS, Salesforce
Employment Information
Job Description
Salesforce L2 Support Engineer providing advanced support for Salesforce platforms in a BPM company. Troubleshooting user issues and managing configurations with cross-functional team collaborations.
Responsibilities:
- Respond to and resolve Salesforce issues escalated by L1 support teams within defined SLAs.
- Perform root cause analysis and resolve functional or technical issues related to Salesforce Sales Cloud, Service Cloud, or other modules.
- Manage user roles, profiles, permissions, page layouts, and data access requests.
- Assist in data management tasks including data imports, exports, and deduplication.
- Work with development/admin teams to escalate and fix bugs, enhancements, and integrations as needed.
- Maintain documentation related to support procedures, known issues, and resolution steps.
- Collaborate with Salesforce Admins and Developers to implement minor configuration changes.
- Monitor platform health and proactively identify potential issues or performance bottlenecks.
- Ensure adherence to ITSM processes (e.g., incident, change, and problem management).
- Provide support during Salesforce updates, releases, and integration changes.
Requirements:
- 3+ years of hands-on experience supporting Salesforce users or administering Salesforce environments.
- Strong understanding of Salesforce standard objects, custom objects, workflows, validation rules, and security models.
- Experience with troubleshooting integrations and APIs (e.g., REST, middleware tools).
- Familiarity with Salesforce reports, dashboards, and data tools (Data Loader, Workbench).
- Excellent communication and documentation skills.
- Ability to work collaboratively across teams and handle high-pressure environments.
- Salesforce Administrator Certification (ADM-201) preferred.
- Optional /But Beneficial Experience with ITSM tools (e.g., ServiceNow, Jira).
- Knowledge of Apex, Lightning Components, or Flow.
- Familiarity with Agile/Scrum methodologies.
- Prior experience supporting users in a large-scale Salesforce environment.
Benefits:
- Remote work options
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