Salesforce Support Analyst

Salesforce Support Analyst
Halifax, NS (Remote)
$30-33/hr CAD T4


What are the top 3 skills required for this role?
1. Salesforce Admin
2. SQL Server

Job Description/ Responsibilities

• -Provide L2/L3 technical support for Salesforce-Based TrackWise Digital application.
• -Analyze, troubleshoot, and resolve application, workflow, and system issues.
• -Create debug logs, investigate the system level or module level break down of flows.
• -Triage tickets and tasks every day with business and update tracker and other documents.
• -Perform Salesforce administration activities including:
• User management, roles, permissions, and access control
• Manage Workflow rules, validation rules, and approval processes
• -Coordinate with integration and external systems teams to resolve integration related issues
• -Creates the support cases with Salesforce, Client and other vendors and coordinate till closure.
• -Tracks Licenses, Certificates and other periodic renewals and maintenances of the Salesforce and TrackWise Digital.
• -Manage access, incident, problem, and change management activities in line with ITIL practices.
• -Perform root cause analysis (RCA) and implement preventive fixes.
• -Monitor system performance, conduct health checks, and ensure regulatory compliance.
• -Handle master data and disaster recovery management
• -Support code/configuration changes for enhancements and defect fixes
• -Assist in deployments, migrations, and release activities
• -Create technical related Knowledge articles for issue resolution, Technical support documents in Service Now

Team Size : 3
Key Deliverables : TrackWise Digital Incident resolution, Knowledge Article
Addition Qualifications : Saleforce Certified/ TrackWise Digital Certified
Medical Device Domain knowledge
Team Culture : Onshore – Offshore model, working with multiple vendors.