Exciting Opportunity – Salesforce Support Analyst | Banking Domain

Role Summary

We are looking for skilled Salesforce L2 Support Analysts to support a critical Salesforce platform used for Investment Banking, Private Equity, and Asset Management operations.

This role requires strong analytical thinking and problem-solving capabilities to handle complex L2 support tickets. These tickets often require deep functional understanding of financial domain processes and the ability to independently investigate, troubleshoot, and resolve issues with minimal business dependency.

Key Responsibilities

• Incident & Problem Management: Handle complex L2 support tickets involving business-critical Salesforce functionalities and perform detailed issue analysis within SLA timelines.

• Functional Support: Provide support for Salesforce processes related to coverage models, company/contact merges, account hierarchies, deal pipelines, and opportunity management.

• Technical Troubleshooting: Work on incidents related to data inconsistencies, functional logic gaps, and process failures in workflows, approvals, and integrations.

• System Configuration: Support configurations such as validation rules, workflows, flows, and approval processes.

• Data Management: Perform data fixes using tools like Data Loader and other utilities.

• Collaboration: Interpret business scenarios, validate system behavior, and collaborate with business users and L3/engineering teams to resolve functional issues.

• Operational Excellence: Develop and maintain knowledge articles, SOPs, and troubleshooting guides to reduce dependency on business SMEs.

Skillset Requirements

• Salesforce Expertise: 5–8 years of experience in Salesforce support (L2 preferred) with a strong understanding of the Salesforce data and security model.

• Technical Proficiency: Hands-on experience with Data Loader, debugging workflows, flows, and validation rules.

• Domain Knowledge: Experience supporting Salesforce in Investment Banking, Private Equity, or Asset Management domains.

• Analytical Skills: Strong ability to analyze complex business scenarios, deal lifecycles, and client coverage models.

• Communication: Strong written and verbal communication skills for interacting with offshore/onshore teams and business users.

Preferred (Nice to Have)

• Salesforce certifications (Administrator preferred).

• Exposure to ITIL-based support processes.

• Basic understanding of integrations and interface troubleshooting.

• Prior experience in global delivery models.

Success Measures

• Complex L2 tickets are resolved predictably within SLA timelines.

• Reduced dependency on business SMEs through built functional expertise.

• High stakeholder trust and successful resolution of critical functional issues.

• Identification of recurring issues leading to process or system improvements.