Job 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
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