Salesforce Production Support Analyst

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Regular or Temporary :

Regular

Language Fluency : English (Required)

Work Shift :

1st shift (United States of America)

Please review the following job description :

We are looking for a Salesforce Production Support Analyst with strong IT Service Management (ITSM) experience to ensure the stability reliability and performance of our Salesforce platform in a highly regulated financial environment. This role will focus on incident management problem resolution and continuous improvement of production support processes.

This is a full-time onsite position (5 days per week) based in Atlanta GA

ESSENTIAL DUTIES AND RESPONSIBILITIES : Following is a summary of the essential functions for this job. Other duties may be performed both major and minor which are not mentioned below. Specific activities may change from time to time.

Provide Level 2 / 3 support for Salesforce applications resolving incidents and service requests within defined SLAs.

Monitor and maintain Salesforce production environments ensuring high availability and performance.

Manage incident problem and change processes in alignment with ITSM best practices (e.g. ITIL framework).

Collaborate with Salesforce developers admins and business teams to troubleshoot and resolve issues.

Perform root cause analysis and implement preventive measures for recurring issues.

Coordinate and execute deployments and releases in production environments.

Maintain accurate documentation of incidents changes and configurations.

Ensure compliance with financial industry regulations security standards and audit requirements.

Participate in on-call rotation for critical incident support.

Lead and participate in the development testing implementation maintenance and support of highly complex solutions in adherence to company standards including robust unit testing and support for subsequent release testing.

Build non-functional monitoring capabilities and provide escalated support for highly complex applications in production.

Build in and maintain security controls and monitoring in support of company standards.

Typically lead moderately complex projects and participate in larger more complex initiatives.

Solve complex technical and operational problems. Act as a resource for teammates with less experience

May oversee the work of a small team.

In an Agile environment : Responsible for delivering high quality working software and automating manual / reusable tasks working directly and engage with the business from the beginning of the design work. Leverage continuous engineering practices to deliver business value regarding effectiveness of the design. Actively participate in refining user stories. Responsible for design developing and maintaining automated unit testing and supporting integration and functional testing. Responsible for providing automated monitoring capabilities providing warranty support and providing knowledge transfer to production support. Develop code in accordance with the acceptance criteria established by the Product Owner.

REQUIRED QUALIFICATIONS : The requirements listed below are representative of the knowledge skill and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelors Degree and six to ten years of experience or equivalent education and software engineering training or experience

5 years of experience in Salesforce production support or similar role.

Strong understanding of Salesforce platform including configuration and metadata.

Hands-on experience with ITSM tools (ServiceNow Remedy or similar).

Knowledge of ITIL processes (Incident Problem Change Management).

Familiarity with release management and deployment strategies for Salesforce.

Excellent troubleshooting analytical and communication skills.

In-depth knowledge in information systems and ability to identify apply and implement best practices

Understanding of key business processes and competitive strategies related to the IT function

Ability to plan and manage projects and solve complex problems by applying best practices

Ability to provide direction and mentor less experienced teammates. Ability to interpret and convey complex difficult or sensitive information

PREFERRED QUALIFICATIONS :

Masters degree and ten years of experience or an equivalent combination of education and work experience

Salesforce certifications (e.g. Administrator Platform App Builder).

Experience in financial services or regulated environments.

Knowledge of CI / CD tools (GitLab Copado) and version control (GitLab).

Knowledge of cloud platforms (AWS Azure) and containerization (Docker Kubernetes).

Experience in regulated environments (banking insurance financial services).

Banking or financial services experience. Knowledge of one or more of the following : Solid foundation in data structures algorithms and software design with strong analytical and debugging skills

Professional experience building high-quality apps or services from the ground up and scaling at an enterprise level

Experience with Open Source tools and frameworks

Experience with cloud technologies such as AWS Azure or GCP

Strong understanding of SOA and / or Open API methodologies and service architectures

The annual base salary for this position is $130000 - $140000

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation : All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits though eligibility for specific benefits may be determined by the division of Truist offering the offers medical dental vision life insurance disability accidental death and dismemberment tax-preferred savings accounts and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment along with 10 sick days (also prorated) and paid holidays. For more details on Truists generous benefit plans please visit our Benefits site. Depending on the position and division this job may also be eligible for Truists defined benefit pension plan restricted stock units and / or a deferred compensation plan. As you advance through the hiring process you will also learn more about the specific benefits available for any non-temporary position for which you apply based on full-time or part-time status position and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race gender color religion citizenship or national origin age sexual orientation gender identity disability veteran status or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law E-Verify IER Right to Work

Required Experience :

IC

Key Skills

IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 130000 - 140000