Salesforce L2 Support

About the Role: The Systems Engineer provides direct end-user support to Gartners Salesforce CRM community, across multiple business units. The candidate will work directly with the end users, to make sure that they have the right access, knowledge, and data for their job responsibilities. The candidate will also work directly with IT colleagues, to resolve underlying issues, and collaborate on software design changes. This role is primarily focused on Level 2 L2 Support, handling escalations, advanced troubleshooting, and ensuring stability of Salesforce applications. Salesforce expertise is mandatory, and exposure to Anaplan is a good to have. ________________________________________ What youll do: Provide L2 support to CRM users worldwide while working closely with Engineering teams to maintain the operational integrity of production systems Act as an escalation point for L1 support and handle complex incidents and problem management activities Provide efficient application support and administration, including incident resolution and problem management follow up based on knowledge articles, SOPs and Run Books Configure, support, and provide subject matter expertise for Salesforce's Sales and Service clouds Salesforce expertise is mandatory Maintenance and customization users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions Perform final Data Mapping and execution of Data import of any approved business requests into CRM Create reports and dashboards to perform data analysis and to troubleshoot and fix bugs Identify risks, deliver clear documentation, and work directly with internal stakeholders and external vendors to resolve escalations Develop and design data insights for monitoring and scaling business processes Support AppExchange and integrations that are in place for the Salesforce core org working with other internal and external systems as well as other vendors Monitor and address SFDC tasks and tickets within SLA timelines Develop and update reports as needed Create new reports Develop configure report customizations Provide field level access to users Update and Create flows in SFDC Resolve end user problems by clarifying issues researching and exploring answers and alternative solutions implementing solutions escalating unresolved problems Identify ticket trends and work towards reducing recurrences Identify opportunities to simplify, optimize, and automate business processes Good to have Support or collaborate on Anaplan-related activities such as integrations, data flow, or model understanding ________________________________________ What youll need: Bachelor's Degree with a minimum of 2-3 years of Salesforce administration and L2 applicationsystem support experience Hands-on Salesforce SFDC experience is mandatory Experience working on data models with hands-on report and dashboard building to perform data analysis Experience understanding business logic Proven ability to manage users, data, and security Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with keen attention to detail especially in L2 support environments Demonstrated proficiency in the use of data management tools such as Data Loader Detail-oriented with excellent verbal and written communication skills Exposure to Anaplan is a plus good to have