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Job Title: Salesforce Experience Cloud Support Analyst Position Overview: We are seeking a skilled and dedicated Salesforce Experience/Community Cloud Support Analyst with 5+ years of experience to join our dynamic team. Have atleast 3.5+ yrs of experience worked in complex Experience/Community Cloud portals or websites. The Salesforce Experience Cloud Support Analyst will play a crucial role in ensuring the smooth operation and ongoing improvement of our Salesforce platform. This role involves providing L1 and L2 support, testing, troubleshooting issues, collaborating with cross-functional teams, and contributing to the enhancement of the platform's functionality. The ideal candidate should possess a strong understanding of Salesforce Experience Cloud (Community Builder Sites) and Salesforce Service/Core Cloud, excellent problem-solving abilities, and effective communication skills. Responsibilities: Provide prompt and effective technical support to end-users and internal teams regarding Salesforce Experience Cloud related issues. Diagnose and troubleshoot technical problems, identifying root causes and implementing solutions in a timely manner. Collaborate with other support teams to ensure a seamless resolution of complex technical issues. Log, track, and manage support tickets using established ticketing systems. Hands-on experience with ticketing tools (Ivanti, ServiceNow, Jira, etc.). Prioritize and categorize issues based on their severity and impact on business operations. Communicate issue status, progress, and resolution to stakeholders and management. Implement routine updates, patches, and enhancements to ensure the platform's stability and optimal performance. Maintain accurate and up-to-date documentation related to technical issues, solutions, and best practices. Create user guides and training materials to support end-users in utilizing the platform effectively. Collaborate with cross-functional teams, including developers, business analysts, and quality assurance, to identify opportunities for platform enhancement and process optimization. Conduct in-depth analysis of application issues, involving configuration, data, or integration errors. Coordinate with cross-functional teams including development, infrastructure, and QA for resolution. Assist with minor enhancements, patch validation, and regression testing. Support deployments, change requests, and post-release validations. Proactively identify areas for improvement in platform functionality, user experience, and support processes. Contribute to the development and implementation of enhancements to the Salesforce platform. Show more Show less
