Johnson Controls
Produces HVAC, fire, security and building automation systems to optimize and protect buildings globally.
Salesforce Support Analyst
Tier 2 support for Salesforce CRM, handling incidents, enhancements, and stakeholder communication.
Job Highlights
About the Role
As a Salesforce Support Analyst (Tier 2) you will handle incidents and changes daily, providing essential support for our CRM systems. Leveraging expertise in both Salesforce support and development, you will drive continuous improvement of service delivery, innovation, and efficiency across the organization. You will provide day‑to‑day support for the Salesforce CRM, troubleshoot and resolve incidents within SLA targets, and work on enhancements to optimize functionality and user experience. You will manage and update tickets in ServiceNow with accurate documentation, collaborate with development teams to support deployments and Agile projects, and assist in testing new features and validating fixes before release. Contributing to knowledge‑base articles and documentation for recurring issues will be part of your role, as will handling demanding stakeholder requests with clear communication and professionalism. • Troubleshoot and resolve Salesforce CRM incidents within SLA targets. • Create and implement enhancements to improve functionality and user experience. • Manage ServiceNow tickets with accurate documentation and timely resolution. • Collaborate with development teams on deployments and Agile project work. • Test new features and validate fixes prior to release. • Handle urgent or complex stakeholder requests with clear, professional communication. • Apply problem‑solving skills to diagnose issues and deliver effective solutions. • Follow governance and change‑management processes to ensure compliance. • Automate repetitive tasks and refine support workflows. • Monitor system performance and proactively address potential problems.
Key Responsibilities
- ▸incident resolution
- ▸enhancement development
- ▸servicenow ticketing
- ▸deployment support
- ▸test validation
- ▸automation
What You Bring
Your problem‑solving skills will be applied to diagnose issues and implement effective solutions while following governance and change‑management processes to ensure compliance and quality. You will communicate clearly with users and stakeholders, provide timely updates, seek automation opportunities, and monitor system performance to proactively address potential problems. We require at least three years of Salesforce support experience across Sales, Service, and Marketing/Experience Cloud, a Salesforce Administrator certification, and preferably Platform App Builder or Platform Developer 1 credentials. Knowledge of Apex, Lightning Web Components, and integrations such as MuleSoft is essential, with Heroku experience considered an advantage. Experience with ServiceNow, JIRA or similar ticketing and project‑tracking tools, strong written and verbal communication, agile mindset, and fluent English are also required. Flexible working hours with occasional availability for urgent issues are offered, alongside a commitment to work‑life balance. • Author knowledge‑base articles for recurring issues and solutions. • Minimum 3 years Salesforce support experience (Sales, Service, Marketing/Experience Cloud). • Salesforce Administrator certification required; Platform App Builder or Platform Developer 1 preferred. • Proficiency in Apex and Lightning Web Components development. • Experience with Salesforce integrations, especially MuleSoft; Heroku a plus. • Familiarity with ServiceNow, JIRA, or similar ticketing/project‑tracking tools. • Strong communication skills and ability to work in a global, agile environment.
Requirements
- ▸salesforce admin
- ▸apex
- ▸lwc
- ▸mulesoft
- ▸jira
- ▸agile
Benefits
• Flexible working hours with occasional availability for urgent issues; emphasis on work‑life balance.
Work Environment
Office Full-Time