SFDC Support Analyst at Johnson Controls

, , India -

Full Time

Start Date

Immediate

Expiry Date

17 Feb, 26

Salary

0.0

Posted On

19 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Salesforce Support, Salesforce Development, Troubleshooting, Incident Management, ServiceNow, Agile Methodologies, Apex, Lightning Web Components, Salesforce Integrations, Mulesoft, Communication Skills, Problem-Solving, Change Management, System Performance Monitoring, Documentation, Stakeholder Management

Industry

Industrial Machinery Manufacturing

Description

What you will do? As a Salesforce Support Analyst (Tier 2) you will handle incidents and changes daily, providing essential support for our CRM systems. By leveraging your expertise in both Salesforce support and development, you will contribute to the continuous improvement of our service delivery, driving innovation and efficiency across the organization. Provide day-to-day support for our Salesforce CRM system by troubleshooting and resolving incidents in line with SLAs. Work on enhancements to optimize functionality and user experience. Manage and update tickets in ServiceNow, ensuring accurate documentation and timely resolution. Collaborate with development teams to support deployments and participate in Agile projects. Assist in testing new features and validating fixes before release Contribute to knowledge base articles and documentation for recurring issues and solutions. Managing demanding stakeholders - Handle urgent or complex customer requests with clear communication and professionalism. Balance customer needs with company policies, build trust, and maintain positive relationships in challenging situations. How you will do it: Apply strong problem-solving skills to diagnose issues and implement effective solutions. Follow governance and change management processes to ensure compliance and quality. Communicate clearly with users and stakeholders, providing timely updates and guidance. Continuously seek opportunities to automate tasks and improve support workflows. Monitor system performance & health and proactively address potential issues. What we look for: 3+ years’ experience in Salesforce Support including Sales, Service, Marketing/Experience Cloud support. Salesforce Administrator Certification is essential with Salesforce Platform App Builder or Platform Developer 1 Certification preferred. Knowledge of Apex and Lightning Web Components (LWC) development. Experience in Salesforce integrations including Mulesoft. Heroku experience an advantage. Experience with ServiceNow, JIRA or similar tools for ticket handling and project tracking Working hours and flexibility – set hours with occasional flexibility for urgent issues or peak times. We support work-life balance and respect personal time. Excellent communication skills to work effectively with business stakeholders globally. Ability to work in an agile environment and adapt to changing requirements. Fluent English (must) Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

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Responsibilities

As a Salesforce Support Analyst, you will provide day-to-day support for the Salesforce CRM system, troubleshooting and resolving incidents while managing enhancements to optimize functionality. You will collaborate with development teams and assist in testing new features, ensuring effective service delivery.