Service Management - Analyst, Global Public Sector, Early Talent

Salesforce, Inc.; Indiana; Presencial; USD 90.000 - 130.000; Tempo integral

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Descrição da vaga

About Futureforce University Recruiting

Our Futureforce University Recruiting program is dedicated to attracting, retaining and cultivating talent. Our interns and new graduates work on real projects that affect how our business runs, giving them the opportunity to make a tangible impact on the future of our company. With offices all over the world, our recruits have the chance to collaborate and connect with fellow employees on a global scale. We offer job shadowing, mentorship programs, talent development courses, and much more.

Job Category

Enterprise Technology & Infrastructure

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Service Management - Analyst, Global Public Sector

The Experience

Salesforce Global Public Sector is now our fastest growing industry business at scale, growing 80% year over year. We help organizations modernize their operations, strengthen trust, and deliver mission-critical outcomes with the power of the #1 AI CRM.

Behind that growth is an equally important opportunity to transform how our own Public Sector teams operate. We build secure, scalable, and compliant solutions that enable Salesforce teams across Sales, Professional Services, and Customer Success to serve highly regulated customers with greater speed, confidence, and efficiency, while creating a trusted digital foundation for continued growth.

We are seeking a Service Management Analyst to help build the next generation of AI-powered engineering. Join our AI-native team as an early-career service manager to solve real production challenges, build intelligent automation and strengthen system reliability. With hands‑on guidance from a senior mentor, you'll combine AI-assisted investigational skills with production support experience to grow into broader product or technical roles.

You'll investigate support cases, troubleshoot production issues and participate in support rotations-gaining firsthand insight into how complex systems work and where they can improve. Your mandate goes beyond resolving individual issues: you'll adopt and nurture AI-assisted solutions that eliminate recurring manual work and prevent problems from returning.

Your projects could include agentic case automation, trend analysis, automated access workflows, technical knowledge retrieval, log analysis and system hardening. You'll have the opportunities to own improvements from identifying the problem to measuring the result. It's a chance to learn through practical ownership, deliver meaningful improvements and build a foundation for a successful support & services career.

Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver's License, Global Entry Card, U.S. Government CAC/PIV.

What You'll Actually Be Doing

Production Support & Monitoring

Monitor daily batch jobs, system health dashboards, and application alerts to catch and address anomalies before they impact end-users.

Incident & Problem Management

Participate in incident response and scheduled support or on‑call rotations, with training and guidance appropriate to your experience. Triage, troubleshoot, and document incoming production incidents (P1/P2 events), coordinate fix actions, and assist with root‑cause analysis (RCA). Partner with Engineering to improve code, monitoring, tests and documentation to prevent recurring incidents.

Application Lifecycle & Service Management

Track application performance metrics, maintenance windows, and compliance checks aligned with ITIL Service Operation frameworks. Support to Salesforce Security mandates and best practices such as certification & token refresh, password rotation, QAR and federal audits.

Ticket & Request Handling

Manage service request fulfillment, user access coordination, and vendor‑escalated support tickets within established SLAs.