ESaaS - SFDC - Enterprise Architecture

Zensar

7 - 12 years

15 - 19 Lacs

pune

Posted:3 days ago| Platform:

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Skills Required

automation change management enterprise architecture agile json troubleshooting technical support support lead sql salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Act as the primary point of contact for client support and issue resolution.
Manage and triage incoming tickets through ServiceNow , ensuring timely and accurate responses.
Oversee and perform Data load activities into Salesforce and related systems.
Conduct root cause analysis for recurring or high-impact issues and drive permanent fixes.
Ensure smooth operation and integration across platforms including Salesforce, Data Cloud, Marketing Cloud, and MuleSoft APIs.
Provide support for Salesforce Loyalty Cloud , including troubleshooting program configurations, member data, and engagement workflows.
Collaborate with cross-functional teams to troubleshoot and resolve technical issues.
Maintain detailed documentation of incidents, resolutions, and system configurations.
Identify opportunities for automation and process improvements within support workflows.
Monitor system health and proactively address potential issues.
Provide regular updates and reports to stakeholders on ticket status, system performance, and support metrics.

Skills :

Strong understanding of Salesforce CRM, Data Cloud, and Marketing Cloud functionalities.
Experience with MuleSoft APIs and integration workflows.
Proficiency in ServiceNow for incident and change management.
Hands-on experience with data load processes (e.g., using Data Loader).
Ability to analyze logs, trace errors, and perform root cause analysis.
Strong knowledge on REST APIs, Bulk API JSON, and SQL.
Experience in preparing client-facing reports using tools like Excel or Salesforce Reports.
Excellent communication, documentation, and client-handling skills.

Experience :

7+ years of overall experience in technical support or system operations.
Minimum 5 years of hands-on experience with Salesforce Core
Proven track record of handling data load activities , performing root cause analysis , and supporting enterprise-level integrations.
Experience in managing support tickets via ServiceNow or similar ITSM platforms.

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