Salesforce Application Support Analyst

Tata Consultancy Services; México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Tata Consultancy Services in Mexico City is seeking a Salesforce Application Support Analyst to provide technical assistance to Salesforce users, triage incidents, and manage access requests. You will work with IT and business teams to resolve issues, document resolutions, and contribute to ongoing process improvements while upholding service levels and security standards.

This role offers growth in a fast-paced enterprise environment.

Formación

• Experience in Application Support, Service Desk, Technical Support, or IT Operations.
• Strong troubleshooting and analytical skills.
• Experience with ticketing and incident management tools.
• Understanding of user access management, authentication, and permissions.
• Knowledge of operating systems and enterprise applications.
• Excellent communication skills with both technical and non-technical stakeholders.
• Ability to manage multiple priorities in a dynamic environment.

Responsabilidades

• Provide application and technical support for Salesforce users.
• Investigate, troubleshoot, and resolve incidents.
• Manage user access, permissions, and authentication requests.
• Analyze incidents, identify root causes, and escalate complex issues.
• Maintain documentation of incidents, resolutions, and knowledge articles.
• Collaborate with cross-functional teams to resolve technical challenges.
• Monitor SLA and KPI requirements.
• Support continuous improvement by identifying recurring issues.

Conocimientos

Application Support

Troubleshooting

Incident management

User access management

SLA & KPI monitoring

Communication skills

Multi-priority handling

Herramientas

ServiceNow

Jira

Active Directory / Entra ID

SSO / MFA

Descripción del empleo

We are looking for a Salesforce Application Support Analyst to join our growing team. In this role, you will provide application support, troubleshoot technical issues, manage user access requests, and ensure a seamless experience for business users. This is an excellent opportunity for IT support professionals who are eager to develop expertise in the Salesforce ecosystem while working in a fast-paced enterprise environment.

Key Responsibilities

• Provide application and technical support for Salesforce users.
• Investigate, troubleshoot, and resolve application-related incidents.
• Manage user access, permissions, and authentication requests.
• Analyze incidents, identify root causes, and elevate complex issues when required.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Collaborate with cross-functional teams to resolve technical challenges.
• Monitor and meet SLA and KPI requirements.
• Support continuous improvement initiatives by identifying recurring issues and optimization opportunities.
• Develop expertise in Salesforce administration and support processes.

Required Qualifications

• Experience in Application Support, Service Desk, Technical Support, or IT Operations roles.
• Strong troubleshooting and analytical skills.
• Experience with ticketing and incident management tools.
• Understanding of user access management, authentication, and permissions.
• Knowledge of operating systems and enterprise applications.
• Excellent communication skills with both technical and non-technical stakeholders.
• Ability to manage multiple priorities in a dynamic environment.

Preferred Qualifications

• Experience supporting SaaS or cloud-based applications.
• Experience with CRM platforms.
• Knowledge of Active Directory or Microsoft Entra ID.
• Familiarity with SSO, MFA, APIs, integrations, or SQL.
• Experience with ServiceNow, Jira, or similar platforms.
• ITIL Foundation and/or Salesforce certifications are a plus