Salesforce Support Analyst

Johnson Controls; Pune District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Johnson Controls in India seeks a Salesforce Support Analyst (Tier 2) to manage incidents and changes, ensure SLA-aligned resolution, and contribute to service delivery improvements. You will troubleshoot Salesforce, support deployments, and collaborate with developers in an Agile environment.

The role requires Salesforce Administrator Certification (and Platform App Builder or Platform Developer I preferred), knowledge of Apex and Lightning Web Components, and experience with ServiceNow or

Qualifications

• Salesforce Administrator Certification is essential.
• Platform App Builder or Platform Developer I is preferred.
• Experience across Sales, Service, and Marketing/Experience Cloud support is required.

Responsibilities

• Provide day-to-day Salesforce support and incident resolution within SLAs.
• Work on enhancements to improve functionality and user experience.
• Manage and update tickets in ServiceNow and track progress in JIRA.
• Collaborate with development teams to support deployments and testing of fixes.
• Contribute to knowledge base articles and solutions for recurring issues.
• Handle demanding stakeholders with clear communication and professionalism.

Skills

Salesforce support

Communication

Agile

English fluency

Problem solving

Education

Salesforce Administrator Certification

Platform App Builder Certification

Platform Developer I Certification

Tools

ServiceNow

JIRA

Salesforce

MuleSoft

Heroku

Job description

Job Description

What you will do?

As a Salesforce Support Analyst (Tier 2) you will handle incidents and changes daily, providing essential support for our CRM systems. By leveraging your expertise in both Salesforce support and development, you will contribute to the continuous improvement of our service delivery, driving innovation and efficiency across the organization.

• Provide day-to-day support for our Salesforce CRM system by troubleshooting and resolving incidents in line with SLAs.
• Work on enhancements to optimize functionality and user experience.
• Manage and update tickets in ServiceNow, ensuring accurate documentation and timely resolution.
• Collaborate with development teams to support deployments and participate in Agile projects. Assist in testing new features and validating fixes before release
• Contribute to knowledge base articles and documentation for recurring issues and solutions.
• Managing demanding stakeholders - Handle urgent or complex customer requests with clear communication and professionalism. Balance customer needs with company policies, build trust, and maintain positive relationships in challenging situations.

How you will do it:

• Apply strong problem-solving skills to diagnose issues and implement effective solutions.
• Follow governance and change management processes to ensure compliance and quality.
• Communicate clearly with users and stakeholders, providing timely updates and guidance.
• Continuously seek opportunities to automate tasks and improve support workflows.
• Monitor system performance & health and proactively address potential issues.

What we look for:

• 3+ years’ experience in Salesforce Support including Sales, Service, Marketing/Experience Cloud support.
• Salesforce Administrator Certification is essential with Salesforce Platform App Builder or Platform Developer 1 Certification preferred.
• Knowledge of Apex and Lightning Web Components (LWC) development.
• Experience in Salesforce integrations including Mulesoft. Heroku experience an advantage.
• Experience with ServiceNow, JIRA or similar tools for ticket handling and project tracking
• Working hours and flexibility – set hours with occasional flexibility for urgent issues or peak times. We support work-life balance and respect personal time.
• Excellent communication skills to work effectively with business stakeholders globally.
• Ability to work in an agile environment and adapt to changing requirements.
• Fluent English (must)

JCI is an Equal Opportunity Employer and does not discriminate on the basis of any protected categories.