Salesforce Administrator Full Time

About the Company

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.

About the Role

This role requires strong analytical thinking and problem-solving capabilities to handle complex L2 support tickets, which constitute ~30% of the overall support volume. 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.

Responsibilities

• Handle complex L2 support tickets involving business-critical Salesforce functionalities
• Perform detailed issue analysis, troubleshooting, and resolution within SLA timelines
• Work on incidents related to:
• Data inconsistencies and functional logic gaps
• Process failures in workflows, approvals, and integrations
• Provide support for Salesforce processes related to:
• Coverage models (client/account ownership and relationships)
• Company and contact merges, account hierarchies
• Deal pipelines and opportunity management
• Sales and trade lifecycle processes
• Interpret business scenarios and validate system behavior against expected outcomes
• Collaborate with business users to clarify requirements and resolve functional issues
• Work across Salesforce modules including:
• Sales Cloud and custom implementations
• Reports, dashboards, and data visibility issues
• Support configurations such as:
• Validation rules, workflows, flows, and approval processes
• Perform data fixes using tools like Data Loader and other utilities
• Escalate unresolved issues to L3/engineering teams with proper analysis and documentation
• Work closely with stakeholders for faster resolution of critical issues
• Develop and maintain knowledge articles, SOPs, and troubleshooting guides
• Reduce dependency on business SMEs by building strong functional expertise
• Identify recurring issues and suggest process or system improvements

Qualifications

5–8 years of experience in Salesforce support (L2 preferred)

Required Skills

• Strong understanding of:
• Salesforce data model and security model
• Reports, dashboards, and data handling
• Hands-on experience with:
• Data Loader and data management activities
• Debugging workflows, flows, and validation rules
• Basic understanding of integrations and interface troubleshooting is a plus
• Experience supporting Salesforce in:
• Investment Banking, Private Equity, or Asset Management domains
• Strong functional understanding of:
• Deal lifecycle, pipeline management
• Client coverage and relationship models
• Financial transactions (sales/trades context)
• Strong ability to analyze complex business scenarios and system behaviors
• Capable of working on ambiguous issues with limited documentation
• Data-driven troubleshooting and logical reasoning skills
• Strong communication skills (written and verbal)
• Ability to interact effectively with offshore/onshore teams and business users
• High ownership, accountability, and attention to detail

Preferred Skills

• Salesforce certifications (Admin preferred)
• Exposure to ITIL-based support processes
• Prior experience in global delivery models (onsite-offshore coordination)

Pay range and compensation package

Not specified

Equal Opportunity Statement

We are committed to diversity and inclusivity.