Salesforce Service Cloud Consultant

Henkel; Bengaluru; Hybrid; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Flexible work hours

Hybrid work model

Global growth opportunities

Health and wellbeing program

Employee share plan

Job summary

Henkel is looking for a seasoned Salesforce Service Cloud Manager to oversee incident and change management, user support, releases, security, and performance for the Service Cloud in a global environment. You will coordinate the development team, implement enhancements, manage deployments, and ensure SLA adherence while aligning with IT Service Management best practices.

Fluency in English and a track record in Azure DevOps and Agile delivery are essential.

Qualifications

• Degree in computer science, IT or related field.
• 3+ years managing Salesforce applications in a global environment and 3+ years as Salesforce Developer.
• Experience as Developer Team Manager and in release management.

Responsibilities

• Manage incident and change management processes for Salesforce Service Cloud.
• Act as application manager for Service Cloud and coordinate the Developers team.
• Provide Level1 user support with escalation to L2 as needed.
• Handle service requests and lead deployments and releases.
• Implement enhancements and process changes; serve as release manager.
• Ensure IT security/compliance and monitor SLA performance.

Skills

Salesforce Service Cloud

IT service management

Azure DevOps

Agile delivery

Team leadership

English fluency

Education

Bachelor’s / Master’s in CS/IT or related field

Tools

Azure DevOps

Job description

About this Position:

Manage the Salesforce Service Cloud application, including incident and change management, user support, development team coordination, enhancements, releases, security and compliance, while ensuring system performance and SLA adherence

What you’ll do:

• Responsible for the incident and changing management process
• Act as application manager Service cloud
• Responsible for Level1 user support; escalation to L2
• Handle service requests and lead and manage the Henkel Salesforce Service cloud Product (Developers) team
• Implement enhancements and process changes and act as release/deployment manager
• Responsible for the IT security and compliance (Access control concept, back up strategy, etc)
• Ensure service level agreements (SLAs) are met and monitor performance metrics

What makes you good fit:

• Bachelor’s / master’s degree in computer science, IT or a related field
• Minimum 3+ years of proven experience managing Salesforce applications in a global business (user) environment and 3+ years of professional experience as Salesforce Developer
• Experience as (Developer) Team Manager
• Strong understanding of application life-cycle management, release management, and IT service management processes. Experience with Azure DevOps for backlog management, release planning, and Agile delivery processes
• Managed global user community, fluent in English, global mindset

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Globally wellbeing standards with health and preventive care programs Gender-neutral parental leave for a minimum of 8 weeks Employee Share Plan with voluntary investment and Henkel matching shares
• Best-in-class Group Medical Insurance policy covering employee, spouse and up to 2 children
• Competitive accident and term life policies for up to 3 times annual gross salary
• Progressive OPD policy of INR 30,000 for employee, spouse and up to 2 children

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.