Salesforce Support and Administration-Senior Professional

Salesforce Production Support Administration Senior Analyst / Consultant

Our Company
Were Hitachi Vantara, the data foundation trusted by the worlds innovators. Our resilient, high-performance data infrastructure means that customers from banks to theme parks -can focus on achieving the incredible with data.
If youve seen the Las Vegas Sphere, youve seen just one example of how we empower businesses to automate, optimize, innovate and wow their customers. Right now, were laying the foundation for our next wave of growth. Were looking for people who love being part of a diverse, global team and who get excited about making a real-world impact with data.

The Team

• Primary Skills: Salesforce Administration, Production Support, Salesforce Service Cloud/Sales Cloud, Apex/LWC fundamentals
  Preferred Skills: Salesforce CRM, CPQ tool knowledge, Middleware Integration, APIs, Data Integration
• We are looking for an experienced Salesforce Production Support Administration professional with 5-8 years of hands-on experience managing Salesforce applications in enterprise production environments.
• The ideal candidate will be responsible for Production support, Incident/Ticket management, Salesforce administration configuration, user support, release management, and continuous improvement. Experience with Sales CPQ and middleware/integration platforms is highly preferred.
• Working knowledge of Service Now and JIRA would be preferred.
• The candidate should have strong troubleshooting and analytical skills and be comfortable working with business stakeholders, development teams, integration teams, and other application support functions.

Role- Key Responsibilities

Salesforce Production Support

• Provide L2/L3 production support for Salesforce applications and ensure timely resolution of incidents and service requests.
• Monitor and troubleshoot Salesforce application issues, integrations, data problems, automation failures, and user access issues.
• Analyze production incidents, identify root causes, and implement permanent corrective actions.
• Manage incidents, problems, service requests, and change requests in accordance with defined SLAs.
• Perform impact analysis and coordinate with development, QA, integration, and business teams for issue resolution.
• Participate in on call/production support activities when required.

Salesforce Administration

• Perform day-to-day Salesforce administration activities including:

User and role management Profiles, Permission Sets, and Permission Set Groups Roles and Sharing Rules Security and access management Reports and Dashboards Data management and data quality Validation Rules Approval Processes Flows and other Salesforce automation

• Configure standard and custom objects, fields, page layouts, record types, and business processes.
• Manage Salesforce users, licenses, queues, public groups, and access controls.
• Perform data imports, exports, updates, deduplication, and data-quality activities using appropriate Salesforce tools.

Change Release Management

• Support Salesforce releases, enhancements, patches, and configuration changes across environments.
• Coordinate deployment activities between development, QA/UAT, and production environments.
• Follow established change management, release management, and deployment processes.
• Perform post-deployment validation and production smoke testing.
• Maintain technical documentation, support procedures, knowledge articles, and operational runbooks.

Salesforce CPQ Preferred

• Provide functional/production support for Salesforce CPQ processes and configurations.
• Troubleshoot issues related to Products, Price Books, Product Rules, Price Rules, Discount Schedules, Quote Templates, and Quote/Order processes.
• Understand CPQ-related business processes such as product configuration, pricing, discounting, quoting, approvals, and order generation.
• Work with functional and development teams to investigate and resolve CPQ production issues.

Middleware Integration Preferred

• Support and troubleshoot Salesforce integration with external applications through middleware platforms.
• Analyze integration failures, API errors, data synchronization issues, and interface-related incidents.
• Work with integration teams on REST/SOAP APIs, web services, JSON/XML, platform events, and integration interfaces.
• Preferred experience with middleware platforms such as MuleSoft, Boomi, Informatica, or similar technologies.
• Monitor integration jobs/interfaces and assist with root-cause analysis of failed transactions.

Required Technical Skills

• 58 years of experience in Salesforce Administration and Production Support.
• Strong knowledge of Salesforce configuration and administration.
• Hands-on experience with:

Salesforce Security Model Profiles and Permission Sets Roles and Sharing Rules Flows and Automation Reports and Dashboards Data Management Validation Rules Approval Processes Change Sets / Salesforce deployment processes

• Experience working in enterprise Salesforce production environments.
• Strong understanding of incidents, problems, change, and release management processes.
• Ability to troubleshoot complex production issues and perform root-cause analysis.
• Basic understanding of SOQL, Apex, and Salesforce debugging is preferred.
• Experience with Salesforce DevOps/deployment tools is an advantage.
• Hands-on understanding of Service Now and JIRA as end users would be useful.

What youll bring

Preferred Skills

• Salesforce CPQ experience.
• Experience supporting Salesforce integrations and middleware.
• Knowledge of REST/SOAP APIs and integration troubleshooting.
• Experience with MuleSoft, Boomi, Informatica, or similar middleware platforms.
• Salesforce certifications such as Salesforce Administrator, Platform App Builder, Platform Developer I, Sales Cloud Consultant, Service Cloud Consultant, or CPQ Specialist are desirable.
• Experience working in Agile/Scrum teams.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder-management abilities.
• Ability to work independently in a production support environment.
• Strong incident ownership and troubleshooting mindset.
• Ability to prioritize multiple issues based on business impact and severity.
• Good documentation and knowledge-transfer skills.
• Comfortable collaborating with distributed/global teams.

About us

Were a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

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