Salesforce L2 Support Professional

ITC Infotech; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

ITC Infotech in Bengaluru, India, is seeking a Systems Engineer to provide L2 Salesforce CRM support across multiple business units. The role focuses on access, data, and knowledge provisioning for end users, while coordinating with IT colleagues to resolve underlying issues and facilitate design changes.

The candidate will configure and support Salesforce Sales and Service Clouds, build reports and dashboards, manage data imports, and ensure incident resolution within SLA.

Qualifications

• Bachelor's degree; 2-3 years Salesforce administration and L2 support.
• Hands-on Salesforce SFDC experience is mandatory.
• Experience with data models, reports, and dashboards.
• Proven ability to manage users, data and security.

Responsibilities

• Provide L2 support to CRM users worldwide and collaborate with engineering for production stability.
• Escalate issues and manage complex incidents and problem resolution.
• Configure and administer Salesforce Sales and Service Clouds; maintain roles, profiles, and sharing rules.
• Handle data import, mapping, and data quality across CRM.
• Create reports and dashboards for data analysis and troubleshooting.
• Document risks, actions, and resolutions; coordinate with vendors and stakeholders.
• Develop data insights to monitor and scale business processes.
• Support AppExchange integrations and SFDC integrations with other systems.
• Monitor SFDC tasks and tickets within SLA; resolve end-user issues.
• Update and create flows in SFDC; provide field-level access management.
• Identify ticket trends and opportunities to automate processes.
• Collaborate on Anaplan-related activities where applicable.

Skills

Salesforce administration

L2 support

Data analysis

Reporting & dashboards

Data mapping

Incident resolution

Troubleshooting

Security management

Documentation

Education

Bachelor's degree

Tools

Data Loader

Job description

Job Summary

About the Role: The Systems Engineer provides direct end-user support to Gartners Salesforce CRM community, across multiple business units. The candidate will work directly with the end users, to make sure that they have the right access, knowledge, and data for their job responsibilities. The candidate will also work directly with IT colleagues, to resolve underlying issues, and collaborate on software design changes. This role is primarily focused on Level 2 L2 Support, handling escalations, advanced troubleshooting, and ensuring stability of Salesforce applications. Salesforce expertise is mandatory, and exposure to Anaplan is a good to have.

Responsibilities

• Provide L2 support to CRM users worldwide while working closely with Engineering teams to maintain the operational integrity of production systems.
• Act as an escalation point for L1 support and handle complex incidents and problem management activities.
• Provide efficient application support and administration, including incident resolution and problem management follow up based on knowledge articles, SOPs and Run Books.
• Configure, support, and provide subject matter expertise for Salesforce's Sales and Service Clouds.
• Maintenance and customization users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions.
• Perform final Data Mapping and execution of Data import of any approved business requests into CRM.
• Create reports and dashboards to perform data analysis and to troubleshoot and fix bugs.
• Identify risks, deliver clear documentation, and work directly with internal stakeholders and external vendors to resolve escalations.
• Develop and design data insights for monitoring and scaling business processes.
• Support AppExchange and integrations that are in place for the Salesforce core org working with other internal and external systems as well as other vendors.
• Monitor and address SFDC tasks and tickets within SLA timelines.
• Develop and update reports as needed.
• Create new reports.
• Develop configure report customizations.
• Provide field level access to users.
• Update and Create flows in SFDC.
• Resolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Identify ticket trends and work towards reducing recurrences.
• Identify opportunities to simplify, optimize, and automate business processes.
• Good to have: Support or collaborate on Anaplan-related activities such as integrations, data flow, or model understanding.

Requirements

• Bachelors Degree with a minimum of 2-3 years of Salesforce administration and L2 applicationystem support experience.
• Hands-on Salesforce SFDC experience is mandatory.
• Experience working on data models with hands-on report and dashboard building to perform data analysis.
• Experience understanding business logic.
• Proven ability to manage users, data, and security.
• Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with keen attention to detail especially in L2 support environments.
• Demonstrated proficiency in the use of data management tools such as Data Loader.
• Detail-oriented with excellent verbal and written communication skills.
• Exposure to Anaplan is a plus.