Salesforce Service Cloud Consultant

Henkel; Karnataka; Hybrid; INR 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Flexible hybrid work model

Global growth opportunities

Group Medical Insurance

Job summary

Henkel India is seeking an experienced Salesforce Service Cloud Application Manager to oversee incident and change management, user support, and release processes. You’ll coordinate a developers team and drive enhancements while ensuring security, compliance, and SLA achievement.

You should have 3+ years managing Salesforce apps in a global environment and 3+ years as a Salesforce Developer, plus team leadership experience and strong ITIL/DevOps knowledge.

Qualifications

• 3+ years of proven experience managing Salesforce applications in a global business environment.
• 3+ years of professional experience as Salesforce Developer.
• Experience as (Developer) Team Manager.
• Strong understanding of release management and IT service management processes, including Agile delivery with Azure DevOps.

Responsibilities

• Manage incident and change management process for Salesforce Service Cloud.
• Act as application manager for Service Cloud.
• Provide Level1 user support with escalation to L2.
• Lead and manage the Salesforce Service Cloud product team.
• Implement enhancements and process changes; act as release/deployment manager.
• Ensure IT security and compliance (access control, backups).
• Ensure SLAs are met and monitor performance metrics.

Skills

Salesforce experience

Leadership

English proficiency

Education

Bachelor's / Master's degree in CS/IT

Tools

Azure DevOps

Job description

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.