We are looking for a Salesforce Support Administrator with strong hands-on experience in Salesforce administration, production support, incident management, user access management, configuration, and platform enhancements.
The ideal candidate will be responsible for supporting business users, troubleshooting Salesforce issues, managing service requests and incidents, maintaining platform configurations, and ensuring smooth day-to-day operations of the Salesforce environment.
Key Responsibilities
- Provide L1/deep L1 Salesforce application support to business users.
- Manage and resolve incidents, service requests, and support tickets within defined SLAs.
- Perform impact analysis and troubleshooting for Salesforce issues.
- Administer Salesforce users, including:
- User creation and deactivation
- Profiles and permission sets
- Roles and access management
- User access troubleshooting
- Configure and maintain Salesforce:
- Objects and fields
- Validation Rules
- Flows
- Page layouts
- Profiles and Permission Sets
- Other standard Salesforce configurations
- Manage reports and dashboards and support business reporting requirements.
- Perform configuration changes and enhancements in line with change management and change control processes.
- Support release management activities, including testing and deployment coordination.
- Work with technical and functional teams to investigate and resolve complex issues.
- Maintain proper documentation for incidents, service requests, configuration changes, and resolutions.
- Handle escalations and coordinate with relevant teams/vendors when required.
- Support data-related activities using Salesforce Data Loader.
- Assist in maintaining platform stability, user adoption, and operational excellence.
- Develop a basic understanding of Salesforce CPQ and support CPQ-related activities as required.
Required Technical Skills
- Solid hands-on experience in Salesforce Administration and Production Support.
- Salesforce Flows.
- Validation Rules.
- Profiles and Permission Sets.
- Objects and Fields.
- User and Access Management.
- Reports and Dashboards.
- Incident and Service Request Management.
- Salesforce troubleshooting and impact analysis.
- Data Loader.
- Understanding of Lightning Experience.
- Basic understanding of Apex.
- Understanding of Release Management and Change Control.
- Basic knowledge of Salesforce CPQ is preferred; willingness to learn is essential.
Experience & Qualifications
- 48 years of overall IT experience.
- 3–6 years of relevant experience in Salesforce Administration, Support, and Enhancement activities.
- Graduate in any discipline.
- Salesforce Administrator certification is preferred.
- Experience supporting enterprise applications or CRM platforms is an advantage.