AI-Driven Service Management Analyst

Salesforce, Inc.; Indiana; On-site; USD 90,000 - 130,000; Full time

Job summary

Salesforce, Inc. is seeking a Service Management Analyst for the Global Public Sector to help build and operate AI-powered engineering support. The role focuses on production monitoring, incident management, and service lifecycle activities within a regulated public sector context.

You'll work under guidance from a senior mentor to resolve production incidents, automate knowledge retrieval, and strengthen system reliability while aligning with ITIL practices and security mandates.

Qualifications

• Must be a U.S. Citizen operating on U.S. soil with ability to meet customer and government screening standards, including a fingerprint-based background check.
• Experience in incident management, monitoring, and ITIL-aligned operations.

Responsibilities

• Monitor daily batch jobs, system health dashboards, and application alerts to catch and address anomalies before they impact end-users.
• Participate in incident response and on-call rotations, coordinate fixes, and assist with root-cause analysis with Engineering.
• Track application performance metrics, maintenance windows, and compliance checks aligned with ITIL Service Operation.
• Manage service requests, user access coordination, and vendor-escalated tickets within SLAs.

Job description

Salesforce, Inc. is seeking a Service Management Analyst for the Global Public Sector to help build and operate AI-powered engineering support. The role focuses on production monitoring, incident management, and service lifecycle activities within a regulated public sector context.

You'll work under guidance from a senior mentor to resolve production incidents, automate knowledge retrieval, and strengthen system reliability while aligning with ITIL practices and security mandates.