Service Management Analyst – AI Ops & Incident Response

Salesforce, Inc.; Indianapolis (IN); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Time off programs

Medical

Dental

Vision

Mental health support

Parental leave

401(k)

Employee stock purchase program

Job summary

Salesforce, Inc. is seeking a Service Management Analyst for the Global Public Sector to monitor core applications, manage incidents, and drive operational improvements. You’ll collaborate with engineering, vendors, and business stakeholders to ensure stability, data integrity, and efficient incident workflows.

The role emphasizes adherence to ITIL, access control, and security mandates while enabling automation and scalable support across Salesforce services.

Qualifications

• Technical background such as MIS degree or CS minor.
• Salesforce Platform Administrator I certification is desired.
• At least one internship or industry experience.
• Willingness to work swing shifts and take PagerDuty on-call rotation.
• Ability to investigate problems using logs and system behavior.
• Clear communication and a collaborative approach.
• Self-starter, willing to learn new technologies (Mulesoft, AI, Agentforce).
• Experience with sandboxes, deployments, and Salesforce enterprise environment would help.

Responsibilities

• Monitor daily batch jobs and system health dashboards.
• Participate in incident response and on-call rotations; coordinate fixes.
• Track application performance, maintenance windows, and ITIL compliance checks.
• Handle service requests and access coordination within SLAs.
• Build automation for recurring tasks and deployments.
• Develop AI agents and workflows to classify cases and retrieve knowledge.
• Train AI agents to improve accuracy and efficiency.
• Collaborate with site IT, engineering, and external vendors.
• Compile KPI reports and update runbooks.

Skills

MIS degree

CS minor

Clear communication

Self-starter

Education

Salesforce Platform Administrator I certification

Tools

Mulesoft

AI

Agentforce

Job description

Salesforce, Inc. is seeking a Service Management Analyst for the Global Public Sector to monitor core applications, manage incidents, and drive operational improvements. You’ll collaborate with engineering, vendors, and business stakeholders to ensure stability, data integrity, and efficient incident workflows.

The role emphasizes adherence to ITIL, access control, and security mandates while enabling automation and scalable support across Salesforce services.