Salesforce Support Analyst

• Act as the first point of contact for Salesforce-related issues and user support requests.
• Troubleshoot and resolve user issues related to Salesforce functionality, data, and access.
• Maintain user roles, profiles, permissions, and security settings.
• Monitor and manage data integrity, deduplication, and cleanup activities.
• Support integration with third-party applications and tools (e.g., marketing, ERP).
• Analyze and document business requirements for enhancements or configuration changes.
• Create and manage reports, dashboards, and data exports for stakeholders.
• Collaborate with Salesforce Admins, Developers, and Architects on system improvements.
• Test new Salesforce features, updates, and deployments before production release.
• Manage sandbox environments, data loading (using Data Loader or similar tools), and backups.
• Train users and create user guides, documentation, and knowledge base articles.
• Monitor system performance and user adoption metrics; recommend improvements.
• Assist in implementing automation using workflows, process builders, or flows.
• Stay up-to-date with Salesforce releases and assess impact on current setup.
• Ensure compliance with data governance and security policies.
• Ability to manage multiple support tickets and enhancement requests efficiently.

• 3 years or above of experience in Salesforce support, CRM analysis, or similar role.
• Strong understanding of Salesforce platform features including Sales Cloud and Service Cloud.
• Hands-on experience with user management, profiles, roles, sharing rules, and permission sets.
• Proficient in Salesforce tools such as Data Loader, Flow Builder, and Reports/Dashboards.
• Experience with Salesforce configuration (validation rules, page layouts, custom objects, etc.).
• Familiarity with Apex, SOQL, and Lightning components (basic knowledge sufficient for support role).
• Ability to document processes, procedures, and training materials clearly.
• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder management skills.

API Tools

• Postman
• Ping API
• ReadyAPI

Databases

• Microsoft SQL Server
• Oracle 10g
• Microsft Access

Ticketing tools

• JIRA
• ServiceNow
• Confluence