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About the role
Incident & Service Request Management: Respond to and resolve incidents and service requests within defined SLAs. Prioritize and triage tickets based on severity and business impact. Perform root cause analysis (RCA) and suggest preventive actions for recurring issues. Document solutions and maintain support runbooks and knowledge articles. Resolve configuration-related issues (Flows, page layouts, validation rules, etc.). Manage Experience Cloud user roles, portal configurations, and access models. Support loyalty program operations: member tier updates, points adjustments, and reward configurations. Perform user management, data loads, exports, and permission reviews. Coordinate with business stakeholders for clarification and closure of service requests. Debug and fix Apex classes, triggers, batch jobs, and LWC components. Support and enhance integrations using REST/SOAP APIs and Named Credentials. Optimize backend processes, especially loyalty transaction handling and service workflows. Assist in unit testing and deployments using CI/CD tools (Gearset, Copado, Git). 3-5 years of Salesforce platform support experience, including admin and development. Service Cloud: Case lifecycle, entitlements, omnichannel support. Experience Cloud: Partner/community portals, role hierarchies, page customizations. Loyalty Cloud: Program setup, tier logic, transaction journals, reward flows. Apex, SOQL, Lightning Web Components (LWC) Salesforce Flows and Process Automation API integrations and troubleshooting Familiarity with ticketing tools (e.g., Jira Collaborate with Salesforce support (L4) or ISVs for unresolved platform-level issues. Ability to work independently and manage time effectively in AU time zone. Salesforce Certified Administrator (ADM 201) Platform App Builder or Developer I Service Cloud Consultant Salesforce Incident & Service Request Management: Respond to and resolve incidents and service requests within defined SLAs. Prioritize and triage tickets based on severity and business impact. Perform root cause analysis (RCA) and suggest preventive actions for recurring issues. Document solutions and maintain support runbooks and knowledge articles. Resolve configuration-related issues (Flows, page layouts, validation rules, etc.). Manage Experience Cloud user roles, portal configurations, and access models. Support loyalty program operations: member tier updates, points adjustments, and reward configurations. Perform user management, data loads, exports, and permission reviews. Coordinate with business stakeholders for clarification and closure of service requests. Debug and fix Apex classes, triggers, batch jobs, and LWC components. Support and enhance integrations using REST/SOAP APIs and Named Credentials. Optimize backend processes, especially loyalty transaction handling and service workflows. Assist in unit testing and deployments using CI/CD tools (Gearset, Copado, Git). 3-5 years of Salesforce platform support experience, including admin and development. Service Cloud: Case lifecycle, entitlements, omnichannel support. Experience Cloud: Partner/community portals, role hierarchies, page customizations. Loyalty Cloud: Program setup, tier logic, transaction journals, reward flows. Apex, SOQL, Lightning Web Components (LWC) Salesforce Flows and Process Automation API integrations and troubleshooting Familiarity with ticketing tools (e.g., Jira Collaborate with Salesforce support (L4) or ISVs for unresolved platform-level issues. Ability to work independently and manage time effectively in AU time zone. Salesforce Certified Administrator (ADM 201) Platform App Builder or Developer I Service Cloud Consultant Salesforce
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