IT Generalist Analyst - Salesforce Admin

Overview

Support and maintain PTC's Salesforce Sales Cloud and Service Cloud platforms through administration, production support, incident management, user support, monitoring, and continuous improvement. Work with business users, development teams, support teams, architects, and stakeholders to ensure stable, secure, and efficient Salesforce operations.

What you'll do

• Administer, configure, and maintain Salesforce Sales Cloud and Service Cloud environments.
• Manage users, profiles, permission sets, roles, queues, workflows, validation rules, reports, dashboards, and case management processes.
• Troubleshoot and resolve production issues requiring advanced application knowledge and elevated system access.
• Monitor application health, integrations, platform performance, application alerts, integrations, and infrastructure notifications.
• Investigate, replicate, troubleshoot, and resolve user-reported issues and system defects.
• Coordinate with Salesforce development teams and business stakeholders to drive timely issue resolution.
• Perform root cause analysis on recurring issues and implement preventive measures.
• Ensure incidents are logged, documented, communicated, and resolved within defined service levels.
• Maintain accurate records of issue resolution, root causes, and stakeholder communications.
• Identify opportunities for automation, enhanced monitoring, telemetry, and dashboard improvements.
• Analyze recurring support trends and collaborate with development teams to implement long-term solutions.
• Identify application gaps and recommend business process improvements.
• Develop and maintain support documentation, troubleshooting guides, and knowledge base articles.
• Share best practices and lessons learned across support and development teams.
• Participate in UAT, release validation, change management, and deployment activities.
• Support business continuity planning, disaster recovery testing, and application recovery exercises.
• Coordinate with development and infrastructure teams during planned maintenance and major technology events.
• Partner with business users, support teams, developers, and architects to ensure effective issue resolution.
• Provide timely and professional communication regarding incidents, outages, service restoration, and planned changes.
• Act as a key liaison between business stakeholders and technical teams for Salesforce-related support activities.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 3+ years of experience administering and supporting Salesforce Sales Cloud and/or Service Cloud.
• Strong knowledge of Salesforce administration, security model, case management, workflows, validation rules, reports, dashboards, and data management.
• Experience in production support, incident management, root cause analysis, and troubleshooting.
• Knowledge of Salesforce integrations, APIs, and related support processes.
• Strong analytical, communication, documentation, and problem-solving skills.
• Experience working with ticketing and IT service management tools.

Nice to have

• Salesforce Administrator Certification.
• Experience with Salesforce Lightning Experience.
• Familiarity with Agile methodologies and ITIL-based support processes.
• Experience supporting enterprise-scale CRM platforms.

Details

• Location: Pune, India.