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Job Description
Structured overview of role & requirementsAbout This Role
Own triaging, investigating, and resolving Salesforce Service Cloud production issues to minimize downtime and ensure system reliability.
Manage user support queries via Slack and JIRA, prioritizing and communicating effectively with stakeholders and cross-functional teams.
Write, maintain, and execute test cases to validate defect fixes and enhancements, and maintain comprehensive issue documentation on Confluence.
Minimum Requirements
5+ years of experience as a Business Systems Analyst or similar role.
Familiarity with Salesforce Service Cloud, including case management and Salesforce data models (objects, fields, relationships).
Experience with support tools like JIRA and Confluence for issue tracking and documentation.
Willingness to work on 2nd Shift (shift timings not explicitly mentioned).
Ideal Candidate Profile
Experienced in handling production support streams with strong problem prioritization, escalation, and communication skills.
Able to engage deeply with technical troubleshooting, including running SOQL queries, analyzing logs, and identifying root causes.
Demonstrates ability to collaborate with business users, product managers, and engineering teams to ensure high-quality support and timely issue resolution.