Salesforce Administrator

Avance Consulting; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

A leading consulting firm is seeking a Salesforce Support Analyst (L1) in Melbourne to provide first-line support for Salesforce users across multiple platforms. Duties include managing incidents, monitoring system alerts, and maintaining documentation. Ideal candidates will have experience in Salesforce support and strong communication skills. This position focuses on ensuring system stability and improving user satisfaction through effective problem resolution.

Qualifications

• Experience in Salesforce user support or application operations.
• Exposure to Service Cloud, Sales Cloud, CPQ, or Field Service preferred.
• Understanding of SOP-driven support processes and SLAs.

Responsibilities

• Act as the first point of contact for Salesforce-related incidents.
• Perform first-line incident triage and management.
• Monitor system alerts and escalate issues as needed.

Skills

Salesforce user support

Communication skills

Analytical skills

Documentation skills

Education

Salesforce Administrator certification (ADM-201)

Tools

ServiceNow

Jira

Job description

Overview

The Salesforce Support Analyst (L1) serves as the first line of support for Salesforce users across Service Cloud, Sales Cloud, CPQ, and Field Service. The role focuses on SOP-driven incident handling, service request fulfillment, and proactive monitoring to ensure smooth day-to-day operations and system stability.

Key Responsibilities

• Act as the first point of contact for Salesforce-related incidents and service requests, ensuring proper triage and timely resolution.
• Perform first-line incident triage, categorize and route tickets based on defined SOPs and escalation paths.
• Monitor system alerts and integrations, escalating issues proactively to L2 or technical teams when required.
• Provide resolutions to service requests strictly following approved SOPs and standard guidelines.
• Deliver workaround solutions for known issues using entries available in the Knowledge Base (KEDB).
• Manage access-related requests such as creation/deactivation of users, role or profile assignments, and permission-set adjustments under SOP control.
• Execute operational and routine activities (e.g., scheduled data checks, queue clean-up, user validations) as defined in the daily/weekly SOP checklist.
• Maintain clear and concise ticket documentation for all actions performed and update status within SLA timelines.
• Collaborate with L2 Analysts and Technical Teams to share observations, potential improvements, and recurring issue patterns.
• Contribute to Knowledge Base updates and ensure SOPs remain current and user-friendly.

Required Skills & Experience

• Experience in Salesforce user support or application operations.
• Exposure to Service Cloud, Sales Cloud, CPQ, or Field Service preferred.
• Understanding of SOP-driven support processes, SLAs, and escalation frameworks.
• Familiarity with ticketing and monitoring tools (e.g., ServiceNow, Jira, or similar).
• Strong communication, analytical, and documentation skills.
• Salesforce Administrator certification (ADM-201) preferred or in progress.