Job Description

- Software Application Troubleshooting at Application, Database, Network & Integration layers Utilize advanced analysis tools such as Splunk , ApexGuru , and other debugging utilities to identify, isolate, and resolve technical issues within the Salesforce platform. Collaborate with development, QA, and operations teams to diagnose performance bottlenecks, error logs, and system failures affecting Salesforce applications and services. Leverage Splunk to monitor Salesforce logs and data flows, identifying critical issues such as API failures, slow performance, or unexpected behavior. Perform root cause analysis for recurring issues, providing actionable insights and recommendations to prevent future occurrences. Document troubleshooting steps, resolutions, and recurring patterns for knowledge sharing and improving the overall incident management process. Assist in optimizing existing configurations and customizations to improve the reliability and performance of Salesforce systems. Ensure compliance with Salesforce best practices and maintain up-to-date knowledge on new troubleshooting tools, techniques, and Salesforce updates. - Lead and deliver Automation of tasks/service requests - Perform trend analysis, and develop action plans for improving SLAs and reducing case volume and problems - Incident troubleshooting, resolution and technical root cause analysis to address the problem permanently - Identify business risks, inefficiencies, issues and opportunities related to Salesforce platform. - Document, maintain standardization and look for ways to constantly improve processes & procedures. - Develop expertise of Workday Go-To-Market business applications end-to-end - Develop domain expertise of Workday s Enterprise Applications including Integrations About You Basic Qualifications: BCA, BCS, B.E. BTech or equivalent graduate in Computer Science, Information Technology, or a related field. Must be Certified Salesforce Certified Administrator. 5+ years of experience with Salesforce platform support and administration. Strong understanding of Salesforce architecture, tools, and best practices. Proficiency in Salesforce configuration, including workflows, process builder, and reports. Experience with Apex, Visualforce, or Lightning components is a plus. Excellent problem-solving skills and attention to detail. Strong communication skills, both verbal and written. Non-Technical Skills: Knowledge of IT service management tools and best practices(preferred) Self-motivated, flexible, team player with solid multi-tasking, time management & organization expertise with the ability to manage multiple and often changing priorities. Attention to detail with the ability to analyze and solve complex problems as well as provide documentation, guidance and instruction to users. Demonstrated ability to learn and embrace new technologies, applications, and solutions. Professional Certifications: Salesforce Certified Developer (Required) Salesforce Certified App Builder / Salesforce Certified Administrator (Required) Enterprise Integrations (MuleSoft/SnapLogic) (Preferred) ITIL Foundation Certification (Preferred) Apttus Product Certification (Preferred)