Salesforce Application Support Analyst

About the Role:

As a Salesforce Application Support Analyst within our Application Management Services team, you will be a key person of Business-As-Usual (BAU) support also play role towards strategic initiatives lead by Senior team players. This role requires a proactive team player who can contribute/coordinate & identify opportunities for system improvements.

Key Responsibilities

1. Contribute to the design, development, and implementation of complex Salesforce solutions, automation, and integrations, ensuring alignment with business goals.
2. Contribute/coordinate to optimize Salesforce functionality, including evaluating new features, implementing best practices, and attending system upgrades and enhancements activities.
3. Coordinate and contribute on Level 2 and Level 3 support activities, troubleshooting issues and escalating when necessary, ensuring minimal disruption to business operations.
4. Collaborate with cross-functional teams, working both autonomously and as part of a team.
5. Sending stakeholder communications, providing clear updates on project progress, system changes, and incident resolutions, fostering transparency and trust.
6. Stay current with Salesforce releases, features, and industry best practices; recommend and implement improvements to maximize platform value.
7. Contribute to the process of Design and develop automation workflows using Salesforce Lightning flows to streamline business processes.
8. Participate in complex system integrations, ensuring data integrity, security, and seamless interoperability across enterprise systems.
9. Coordinate and contribute to user access, security profiles, and permissions, maintaining compliance with security standards and best practices.
10. Ensure adherence to ITIL standards for incident, problem, and change management, maintaining high-quality service delivery.
11. Support team members and end-users, fostering a culture of continuous improvement and knowledge sharing.
12. Support workflows using tools like ServiceNow, ensuring efficient incident and change management processes.

Skills & Experience:

1. 2-5 years of hands-on Salesforce support experience, with a proven ability to supports solutions and coordinate initiatives lead by SME.
2. Good technical expertise in Salesforce Lightning, automation, and integration techniques, with a strategic mindset.
3. Good stakeholder management skills, with the ability to communicate effectively across technical and non-technical audiences.
4. Good knowledge of evaluating and implementing AppExchange solutions and third-party integrations.

5. Experience with ITIL standards, incident management, and change control processes.

6. Ability to work autonomously, prioritize tasks, and manage multiple initiatives simultaneously.
7. A proactive, self-motivated attitude with a passion for continuous learning and improvement.
8. Flexible work approach as some weekend/public holiday work and on call work will be required in this role.

9. Role will be required to support Pacific work hours supporting Australia/New Zealand.

10. Must have Salesforce Administrator Certification