Produces HVAC, fire, security and building automation systems to optimize and protect buildings globally.
As a Salesforce Support Analyst (Tier 2) you will handle daily incidents and changes, providing essential support for our CRM systems and driving continuous improvement in service delivery. Your contributions will help the organization innovate and increase efficiency across the enterprise.
You will troubleshoot and resolve Salesforce issues within SLA, implement enhancements to optimize functionality and user experience, and manage tickets in ServiceNow with accurate documentation and timely resolution. This ensures the CRM remains reliable and aligned with business needs.
Collaboration with development teams on deployments, participation in Agile projects, testing new features, and contributing to knowledge‑base articles are key parts of the role, as is managing demanding stakeholder relationships with clear communication and professionalism. Your efforts will help maintain high stakeholder trust even in challenging situations.
The position requires strong problem‑solving skills, adherence to governance and change‑management processes, proactive system monitoring, and a focus on automating tasks to streamline support workflows. These practices help maintain system health and reduce downtime.
Candidates need at least three years of Salesforce support experience, a Salesforce Administrator certification (with Platform App Builder or Platform Developer 1 preferred), knowledge of Apex, LWC, integrations such as Mulesoft, and experience with ServiceNow or JIRA; excellent English communication and the ability to work flexibly in an agile environment are also essential. Flexibility for occasional urgent issues is supported, reflecting the company’s commitment to work‑life balance.