Salesforce Support Analyst

As a Salesforce Support Analyst (Tier 2), you will play a crucial role in handling incidents and changes daily to provide essential support for the CRM systems. Your expertise in Salesforce support and development will contribute to enhancing service delivery, driving innovation, and improving efficiency across the organization. - Troubleshoot and resolve incidents in the Salesforce CRM system in line with SLAs. - Enhance system functionality and user experience through optimizations. - Manage and update tickets in ServiceNow ensuring accuracy and timely resolution. - Collaborate with development teams to support deployments and participate in Agile projects. - Assist in testing new features and validating fixes before release. - Contribute to knowledge base articles and documentation for recurring issues and solutions. - Handle urgent or complex customer requests with clear communication and professionalism, balancing customer needs with company policies. You will apply strong problem-solving skills to diagnose issues and implement effective solutions while following governance and change management processes. Clear communication with users and stakeholders, seeking opportunities to automate tasks, and monitoring system performance are key aspects of the role. - 3+ years of experience in Salesforce Support including Sales, Service, Marketing/Experience Cloud support. - Salesforce Administrator Certification required; Salesforce Platform App Builder or Platform Developer 1 Certification preferred. - Knowledge of Apex and Lightning Web Components (LWC) development. - Experience in Salesforce integrations including Mulesoft, with Heroku experience as an advantage. - Familiarity with ServiceNow, JIRA, or similar tools for ticket handling and project tracking. - Ability to work in an agile environment and adapt to changing requirements. - Fluent English communication skills are a must. JCI is an Equal Opportunity Employer that values work-life balance and personal time, providing set working hours with occasional flexibility for urgent issues or peak times. Join us in a global setting where you can showcase your skills and contribute to innovative projects. As a Salesforce Support Analyst (Tier 2), you will play a crucial role in handling incidents and changes daily to provide essential support for the CRM systems. Your expertise in Salesforce support and development will contribute to enhancing service delivery, driving innovation, and improving efficiency across the organization. - Troubleshoot and resolve incidents in the Salesforce CRM system in line with SLAs. - Enhance system functionality and user experience through optimizations. - Manage and update tickets in ServiceNow ensuring accuracy and timely resolution. - Collaborate with development teams to support deployments and participate in Agile projects. - Assist in testing new features and validating fixes before release. - Contribute to knowledge base articles and documentation for recurring issues and solutions. - Handle urgent or complex customer requests with clear communication and professionalism, balancing customer needs with company policies. You will apply strong problem-solving skills to diagnose issues and implement effective solutions while following governance and change management processes. Clear communication with users and stakeholders, seeking opportunities to automate tasks, and monitoring system performance are key aspects of the role. - 3+ years of experience in Salesforce Support including Sales, Service, Marketing/Experience Cloud support. - Salesforce Administrator Certification required; Salesforce Platform App Builder or Platform Developer 1 Certification preferred. - Knowledge of Apex and Lightning Web Components (LWC) development. - Experience in Salesforce integrations including Mulesoft, with Heroku experience as an advantage. - Familiarity with ServiceNow, JIRA, or similar tools for ticket handling and project tracking. - Ability to work in an agile environment and adapt to changing requirements. - Fluent English communication skills are a must. JCI is an Equal Opportunity Employer that values work-life balance and personal time, providing set working hours with occasional flexibility for urgent issues or peak times. Join us in a global setting where you can showcase your skills and contribute to innovative projects.