Service Management - Analyst, Global Public Sector, Early Talent

100 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

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.

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.

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.
• Support Production Deployments Tools & Automations Build automation for recurring tasks such as access requests, case responses, log analysis, troubleshooting and maintenance.
• Develop AI agents and workflows that help classify cases, retrieve relevant knowledge and execute approved actions with appropriate safeguards.
• Help train AI agents to stay up‑to‑date, improve accuracy and efficiency.
• Cross‑Functional Collaboration Act as an operational touchpoint between site IT, software engineering teams, and external third‑party software vendors.
• Reporting & Documentation Compile operational KPI reports, update runbooks and knowledge‑base articles, and document recurring system anomalies or process gaps.

You’re Our Person If…

• A technical background, such as an MIS degree or a CS minor, with an understanding of computer systems and troubleshooting.
• Writing code is not required.
• A Salesforce Platform Administrator I certification.
• The advanced certification can come after joining.
• At least one internship or some industry experience Willingness to work swing shifts and take PagerDuty on‑call rotation
• An ability to investigate problems using logs, error messages and system behavior.
• Clear communication, a collaborative approach and a willingness to ask questions and learn from feedback.
• Self‑starter, willing to learn new technologies (Mulesoft, AI, Agentforce) and a Salesforce trailblazer who thrives on working in a fast‑paced environment.
• Ability to engage with self awareness as required to avoid conflicts with customers based on personality differences and to make suggestions in a manner that is more likely to result in a desired outcome.

Even Better If…

• Experience with sandboxes and deployments, and familiarity with Salesforce enterprise environment, SOX protocols, Change Management and Release Management standards
• Platform or Salesforce internship experience, familiarity with PagerDuty or incident management, and basic AI literacy
• Curiosity and a passion for helping end users discover and resolve issues, asking good questions, breaking problems down and thinking on your feet
• Initiative, such as self‑study or certifying on your own, and comfort with operational, on‑call work

The Service Management Analyst serves as an individual contributor within the operations and service management team. This role monitors core applications, resolves or escalates production incidents, tracks Service Level Agreements (SLAs), and supports continuous operational improvement. You will work closely with engineering, vendor partners, and business stakeholders to ensure application stability, data integrity, smooth incident workflows and standards.

We welcome evidence of your skills from internships, coursework, personal projects, open‑source contributions or professional experience.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.

Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.

It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

Salesforce offers a variety of benefits to help you live well including:

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• and an employee stock purchasing program

More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way.

We harness technologies that can revolutionize companies, careers, and, hopefully, our world. Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality.

By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.