Salesforce Support Analyst

• Provide L2/L3 technical support for Salesforce-Based TrackWise Digital application.
• Analyze, troubleshoot, and resolve application, workflow, and system issues.
• Create debug logs, investigate the system level or module level break down of flows.
• Triage tickets and tasks every day with business and update tracker and other documents.
• Perform Salesforce administration activities including:

User management, roles, permissions, and access control

Manage Workflow rules, validation rules, and approval processes

• Coordinate with integration and external systems teams to resolve integration related issues
• Creates the support cases with Salesforce, Honeywell and other vendors and coordinate till closure.
• Tracks Licenses, Certificates and other periodic renewals and maintenances of the Salesforce and TrackWise Digital.
• Manage access, incident, problem, and change management activities in line with ITIL practices.
• Perform root cause analysis (RCA) and implement preventive fixes.
• Monitor system performance, conduct health checks, and ensure regulatory compliance.
• Handle master data and disaster recovery management
• Support code/configuration changes for enhancements and defect fixes
• Assist in deployments, migrations, and release activities
• Create technical related Knowledge articles for issue resolution, Technical support documents in Service Now

What are the top 3 skills required for this role?

• Salesforce Admin
• SQL Server