Role description

Role Summary

Responsible for L2L3 application support minor enhancements and continuous improvements across Salesforce Sales Cloud Service Cloud and Field Service Lightning FSL in an AMS model ensuring platform stability SLA adherence and business continuity

Key Responsibilities

AMS Support Operations

Provide L2L3 production support for Sales Service FSL orgs

Analyze and resolve incidents service requests and defects within defined SLAs

Perform root cause analysis RCA and implement preventive fixes

Monitor system health performance queues and integrations

Salesforce Configuration Enhancements

Configure and support Leads Accounts Contacts Opportunities Cases Entitlements

Maintain and enhance FSL Work Orders Service Appointments Scheduling Dispatch Console Mobile Workforce

Implement minor enhancements using Flows Validation Rules Reports Dashboards

Support OmniChannel CTI EmailtoCase Knowledge Service Console

Release Change Management

Support minor releases patches and hotfix deployments

Collaborate with DevOps teams CopadoGearsetmanual

Conduct impact analysis for changes and enhancements

Ensure regression testing and production readiness

Stakeholder Business Collaboration

Act as primary point of contact for business users during support windows

Provide functional guidance and workaround solutions

Maintain support documentation SOPs and KB articles

Participate in service reviews and continuous improvement initiatives

Required Skills Experience

Salesforce Skills

Strong handson experience in Sales Cloud Service Cloud and FSL

Expertise in Case Management Field Service processes Scheduling Policies

Experience with Flows Reports Dashboards basic Apex debugging

Familiarity with Salesforce Mobile FSL Mobile App

AMS Support Experience

38 years of Salesforce experience with AMS or Production Support exposure

Experience working in 24x5 24x7 support models rotationoncall

Strong understanding of ITIL processes Incident Problem Change

Integrations Tools Good to Have

Experience supporting integrations RESTSOAP middleware

Exposure to Copado Gearset Jira ServiceNow

Knowledge of Salesforce Releases and Best Practices

Education Certifications

Bachelors degree in Engineering Computer Science or equivalent

Salesforce Certifications preferred

Salesforce Administrator

Sales Cloud Consultant

Service Cloud Consultant

Field Service Lightning FSL Accreditation

Salesforce Application Support Specialist - Software Engineering