Senior Salesforce Support Analyst

Are you a Salesforce professional passionate about solving complex issues, optimizing platform performance, and supporting critical business applications? We're looking for a Senior Salesforce Support Analyst to join our team and play a key role in maintaining, enhancing, and supporting our Salesforce ecosystem.

About the Role

As a Senior Salesforce Support Analyst, you will be responsible for the ongoing support, administration, and enhancement of Salesforce platforms, including Service Cloud, Health Cloud, Digital Experience, and Salesforce Industries (OmniStudio) components. You will work closely with business and technical stakeholders to ensure platform stability, drive continuous improvement, and deliver exceptional support outcomes.

Key Responsibilities

• Maintain, configure, and support Salesforce Service Cloud, Health Cloud, and Digital Experience applications.
• Design and implement end-to-end automated business processes using Salesforce declarative tools.
• Investigate, troubleshoot, and resolve issues related to OmniStudio components, including: FlexCardsOmniScriptsDataRaptorsIntegration Procedures
• Provide Level 2/3 application support, including incident management, root cause analysis, and service improvement initiatives.
• Perform ongoing Salesforce administration, including: User managementConfiguration managementData integrity monitoringApplication performance monitoring
• Deploy enhancements and fixes through established DevOps and release management frameworks.
• Analyse logs and monitoring tools to diagnose and resolve system issues.
• Troubleshoot API integrations and connected applications, including MuleSoft integrations.
• Evaluate Salesforce releases and recommend adoption strategies while assessing impacts to business users and processes.
• Develop and maintain technical documentation, support guides, and configuration records.
• Collaborate with cross-functional stakeholders across business, architecture, data, and delivery teams.
• Contribute within an Agile delivery environment.
• Develop proactive event monitoring and alerting capabilities.
• Conduct knowledge-sharing sessions and provide training to team members.

Essential Requirements

• 4-5 years of experience within the Salesforce ecosystem.
• Proven experience providing Level 2/3 support for Salesforce applications, including incident resolution, root cause analysis, and continuous service improvement.
• Hands-on exposure to Object-Oriented Programming concepts and Apex development (Triggers, Classes, Controllers) for debugging and minor enhancements.
• Experience with version control systems, branching strategies, and Salesforce metadata deployments.
• Salesforce certifications: Salesforce Certified Administrator (ADM201/ADM211)
• Salesforce Platform App Builder

Desirable Skills

• Experience or exposure to Salesforce Industries (Vlocity) and OmniStudio.
• Working knowledge of HTML, CSS, and JavaScript.
• Salesforce Platform Developer I certification and/or Vlocity Certification.

What you'll get in return

Contract - 12 months + 12 months extension Market Rates. Hybrid role.