Senior Salesforce Consultant

Role purpose

Version 1 is seeking a Salesforce Consultant to provide application support and platform enhancements for Salesforce and its integrated ecosystem. This role is focused on incident management, proactive monitoring, problem resolution, and incremental development, ensuring stable operations and continuous improvement of the Salesforce platform.

The consultant will work closely with clients internal teams and business users to ensure timely resolution of issues, root cause analysis, and delivery of small enhancements.

Key responsibilities

L0 Support:

Support L0 team in monitoring, analyzing, classifying, and interacting with users on incident tickets daily.

L1 & L2 Support:

Monitor incident ticket logs for application errors and exceptions.

Acknowledge, respond to, and resolve Salesforce/ Pardot application errors and exceptions.

Perform proactive platform monitoring and incident reporting into the incident log.

Raise platform incidents with vendor logs and collaborate with OEM vendors (Salesforce, MuleSoft) for resolution.

Problem & Knowledge Management:

Deliver root cause analysis documents for all P1 & P2 incidents.

Update runbooks (knowledge base) with resolution steps where applicable.

Perform problem management for recurring incidents to prevent reoccurrence.

Enhancements:

Support the development of enhancements (e.g., small-scale configuration, workflow improvements, automation).

Assist with testing, documentation, and deployment of incremental improvements

Essential experience & skills

3-5 years of hands-on experience in Salesforce support and administration.

Strong knowledge of Salesforce configuration (objects, fields, validation rules, workflows/flows).

Experience with incident and problem management processes.

Familiarity with integration monitoring, especially SalesforceMuleSoftERP landscapes.

Strong troubleshooting and analytical skills.

Ability to collaborate with vendors and internal teams to resolve issues effectively.

Excellent communication and documentation skills.

Certifications (highly desirable)

Salesforce Administrator or Platform App Builder certification.

ITIL Foundation certification (preferred for incident/problem management).

Exposure to Agile/Scrum methodologies.

Familiarity with testing frameworks and deployment strategies.