ITSM Salesforce Senior Analyst

The Salesforce Advanced Admin/Solution Architect for Service Desk L2 is responsible for supporting and optimizing Salesforce applications within the IT Service Desk environment. This role is central to enhancing end-user support, resolving advanced Salesforce issues, and implementing solutions that increase efficiency and user satisfaction. As a key member of the Service Desk team, you will bring deep Salesforce expertise, providing hands-on support, developing solutions, and continuously improving the service experience for both internal and external users.

Key Responsibilities

1. Provide Level 2 (L2) Salesforce Support
• Act as the escalation point for complex Salesforce issues within the Service Desk, managing incidents and service requests that require advanced troubleshooting.
• Resolve issues related to Salesforce configurations, workflows, data integrations, and permissions, ensuring timely and effective problem resolution.
• Collaborate with end-users to understand their challenges, troubleshoot issues, and provide training or guidance to maximize user adoption and satisfaction.
2. Configure and Customize Salesforce for Service Desk Optimization
• Develop and implement configurations, customizations, and automations within Salesforce to enhance service delivery, streamline workflows, and meet evolving business needs.
• Design and modify page layouts, record types, validation rules, process builders, and custom objects to improve efficiency and user experience within the Service Desk.
• Work closely with stakeholders to capture requirements and translate them into practical, scalable solutions aligned with Service Desk goals.
3. Solution Architecture and Process Automation
• Architect and implement solutions that automate repetitive tasks, optimize workflows, and enhance overall Service Desk productivity within Salesforce.
• Exposure to tools such as Flow, Process Builder, and custom scripts to create automation and reduce manual interventions, improving response times and efficiency.
• Design integrations between Salesforce and other ITSM tools, as necessary, to ensure seamless data flow, consistent reporting, and unified service management.
4. Data Management and Quality Assurance
• Ensure data quality by implementing data governance best practices, setting data validation rules, and maintaining data integrity within Salesforce.
• Perform regular data audits, identify inconsistencies, and clean up data as needed to support reliable reporting and analysis.
• Develop and document data management procedures and ensure data compliance with internal policies and regulatory requirements.
5. Documentation and Knowledge Sharing
• Maintain up-to-date documentation for all configurations, processes, and customizations within Salesforce, creating a clear knowledge base for Service Desk staff.
• Train Service Desk team members on Salesforce features, new configurations, and best practices to build a more Salesforce-proficient team.
• Share insights and recommend improvements based on ticket trends and user feedback, helping to drive continuous improvement across Service Desk operations.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Salesforce Advanced Administrator certification or equivalent experience.
• 5 to 8  years of experience in Salesforce administration with strong exposure to Service Desk support, troubleshooting, and solution architecture.
• Proficiency in Salesforce tools such as Flow, Process Builder, custom objects, and data management practices.
• Experience with ITSM processes and tools (e.g., ServiceNow, Jira Service Management) is a plus.

Preferred Skills and Traits:

• Analytical and Solution-Oriented: Ability to analyze complex issues, develop creative solutions, and implement changes effectively within Salesforce.
• Technical Expertise: Strong understanding of Salesforce architecture, configurations, and customization best practices.
• Excellent Communication: Proven ability to work with end-users, understand their needs, and communicate technical information effectively to non-technical stakeholders.
• Attention to Detail: High standards for data accuracy, quality, and documentation.
• Proactive: Takes initiative in identifying areas for improvement and implementing solutions that enhance Service Desk productivity and user experience.

• Generous Annual Leave – 20 days, plus public holidays, with the possibility to buy additional days
• Life Insurance – 3x times annual salary
• to the latest technologies