Salesforce Support Analyst

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

28-Dec-2018

Job ID:

24765

Description and Requirements

BMC Software – The Multi Cloud Management Company

Any modern business must do two things really well: serve its customers the best way possible, and introduce market-changing innovation. At BMC we help you run your business as you reinvent it, with open, scalable, modular multi-cloud management solutions that bridge the divide between legacy and new IT. 

92 of the Forbes Global 100 rely on BMC to accelerate their digital initiatives. With more than 35+ years of leadership in IT management solutions and over 10,000+ customers worldwide, BMC provides IT solutions that deliver speed, agility, and efficiency from mainframe to mobile to cloud and beyond.

BU Description: Support Analyst for Salesforce.com

Primary Roles and Responsibilities:
Analyze & Resolve Level 2 issues in Salesforce area.
Work independently on the Problem Management Process.
Develop, co-ordinate and promote the effective functioning of problem management activities by working with support and development teams. 
Provide technical expertise in Salesforce. 
Provide input to application scalability.
Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
Act as a technical resource for internal projects.
Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management). 
Good Team player and quick learner.

Experience:
3 -5 years of experience working in Salesforce.com.
Should be comfortable working on Support project with prior experience in support.
Should have working knowledge on latest SFDC technologies like Lightning etc.
Independently able to participate in Org initiatives.
Working experience in Service Cloud will be added advantage.
SFDC technical knowledge of VF, Triggers, APEX etc. will be added advantage.
Knowledge of ITIL Process/Remedy application will be added advantage.
Well versed with Salesforce technology. Should be willing to work hands on technology. 

Qualifications:
Salesforce certified Dev 401/ADM 201 required. Sales and Service Cloud certification is added advantage.
Ability to understand and practice ITIL methodology for support
Graduate/Post Graduate with 3-5 years of experience in IT.
Should be willing to work in rotational shifts (9AM to 6 PM & 3PM to 12 AM).

*LI-BL1
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.