Job Description

• Owns Level‑2 Salesforce support, ensuring platform stability, reliability, and user adoption.
• Manages incidents/defects/production issues end-to-end: ticket triage, prioritization to SLAs (e.g., Salesforce requests), troubleshooting, root-cause analysis, coordination with admins/devs, testing and post-deployment validation.
• Supports platform monitoring and release readiness: tracking trends, dashboards, KPIs, and proactively reducing risk through improvements.
• Drives user enablement: onboarding, hands-on guidance, training sessions, and maintaining documentation (SOPs, guides, FAQs, etc.).
• Ensures governance, security, and compliance: aligns work to change management; applies Salesforce security concepts (profiles, roles, permission sets, OWD); supports audits/access reviews.

1. Incident, Issue & Defect Management

• Act as the primary Level‑2 point of contact for Salesforce incidents, issues, defects, and system errors reported by users.
• Log, triage, prioritize, and manage support tickets in line with defined SLAs using ServiceNow or equivalent tools.
• Perform root cause analysis for recurring or high‑impact incidents and recommend long‑term corrective actions.
• Reproduce reported issues, capture diagnostics, and provide clear handoffs to Salesforce Admins and Developers.
• Validate fixes through testing, support production deployments, and ensure post‑deployment verification and user confirmation of resolution.
• Coordinate cross‑functional teams to ensure timely incident resolution and minimal business disruption.

2. Platform Stability, Monitoring & Release Support

• Support Salesforce release management activities by validating changes, identifying potential risks, and ensuring production readiness.
• Monitor platform health, incident trends, and recurring issues using dashboards and reports.
• Track and report key support metrics, KPIs, and service performance indicators.
• Proactively identify risk areas and recommend configuration, automation, or process improvements to enhance platform stability.

3. User Support, Enablement & Training

• Provide hands‑on troubleshooting support and functional guidance to Salesforce users across the Global Sales Organization.
• Support onboarding of new Salesforce users, including access setup, role‑based guidance, and best‑practice usage.
• Design, develop, and maintain training materials, including user guides, SOPs, cheat sheets, FAQs, and training videos.
• Conduct user training sessions, refresher workshops, and release‑based enablement sessions to drive adoption.
• Provide ongoing training support to ensure users effectively leverage Salesforce features and enhancements.
• Act as a trusted advisor to users, helping translate business needs into effective Salesforce usage.

4. Governance, Security & Compliance

• Ensure all incidents, fixes, and enhancements comply with Salesforce governance, security, and change‑management standards.
• Understand and implement Salesforce security concepts including Profiles, Roles, Permission Sets, and OWD, in alignment with EXL SOPs/SOAs.
• Support audits, access reviews, and compliance requirements related to Salesforce usage and data security.

5. Documentation, Process Improvement & Continuous Enhancement

• Document business processes, system behavior, support procedures, and solution designs accurately and concisely.
• Maintain and update SOPs and training documentation following releases or process changes.
• Identify opportunities to reduce incident volume through better configuration, automation, process optimization, or user training.
• Recommend Salesforce enhancements to improve efficiency, usability, and overall user experience.
• Partner with business teams to continuously improve platform reliability and support effectiveness.

6. Data Understanding & Cross‑Functional Collaboration

• Develop a strong understanding of Salesforce data structures and data flows.
• Identify data quality challenges and support data cleansing, transformation, and preprocessing initiatives.
• Collaborate with cross‑functional teams including Business Units, Technology, Data Engineers, Data Scientists, and Business Analysts to ensure aligned and scalable solutions.
• Support testing, validation, and deployment of Salesforce solutions to ensure they meet business requirements.

Required Qualifications & Experience

• 2+ years of relevant experience as a Salesforce Administrator or Salesforce Support professional.
• Salesforce certifications preferred (Admin, Advanced Admin, or equivalent).
• Hands‑on experience supporting Salesforce incidents, defects, and production issues.
• Experience supporting Salesforce integrations and data flows.
• Familiarity with release management and change‑management processes.
• Experience working in a global, fast‑paced, multi‑stakeholder environment.
• Graduate/Postgraduate degree from a reputed institution (Computer Science, Information Technology, Business, Economics, Mathematics, or related fields).

Skills & Competencies

• Strong analytical, problem‑solving, and critical‑thinking skills.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to communicate complex technical concepts to non‑technical users.
• Highly organized, detail‑oriented, and self‑motivated with the ability to manage multiple priorities.
• Strong presentation and training facilitation skills.
• Comfortable working with Microsoft Excel and reporting tools.

Preferred / Nice‑to‑Have

• Experience with CRM Analytics / Revenue Intelligence (Salesforce).
• Exposure to data visualization tools and analytics platforms.
• Experience working with ServiceNow or similar ITSM tools.