# Service Management - Analyst, Global Public Sector

**Company**: Salesforce
**Location**: Indianapolis, Indiana
**Experience**: entry
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Indiana---Indianapolis/Service-Management---Analyst--Global-Public-Sector--Early-Talent_JR367113-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_baa83256-3e1

## Description

Salesforce Global Public Sector is now our fastest growing industry business at scale, growing 80% year over year. We help organizations modernize their operations, strengthen trust, and deliver mission-critical outcomes with the power of the #1 AI CRM.

We are seeking a Service Management Analyst to help build the next generation of AI-powered engineering. Join our AI-native team as an early-career service manager to solve real production challenges, build intelligent automation and strengthen system reliability. With hands-on guidance from a senior mentor, you'll combine AI-assisted investigational skills with production support experience to grow into broader product or technical roles.

**Responsibilities**

- Production Support & Monitoring: Monitor daily batch jobs, system health dashboards, and application alerts to catch and address anomalies before they impact end-users.

- Incident & Problem Management: Participate in incident response and scheduled support or on-call rotations, with training and guidance appropriate to your experience.

- Application Lifecycle & Service Management: Track application performance metrics, maintenance windows, and compliance checks aligned with ITIL Service Operation frameworks.

- Ticket & Request Handling: Manage service request fulfillment, user access coordination, and vendor-escalated support tickets within established SLAs.

- Tools & Automations: Build automation for recurring tasks such as access requests, case responses, log analysis, troubleshooting and maintenance.

- Cross-Functional Collaboration: Act as an operational touchpoint between site IT, software engineering teams, and external third-party software vendors.

- Reporting & Documentation: Compile operational KPI reports, update runbooks and knowledge-base articles, and document recurring system anomalies or process gaps.

**Requirements**

- A technical background, such as an MIS degree or a CS minor, with an understanding of computer systems and troubleshooting.

- A Salesforce Platform Administrator I certification.

- At least one internship or some industry experience.

- Willingness to work swing shifts and take PagerDuty on-call rotation.

- An ability to investigate problems using logs, error messages and system behavior.

- Clear communication, a collaborative approach and a willingness to ask questions and learn from feedback.

- Self-starter, willing to learn new technologies (Mulesoft, AI, Agentforce) and a Salesforce trailblazer who thrives on working in a fast-paced environment.

**Benefits**

- Time off programs

- Medical, dental, vision

- Mental health support

- Paid parental leave

- Life and disability insurance

- 401(k)

- Employee stock purchasing program

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## Skills

### Required
- Salesforce
- AI
- ITIL
- Mulesoft
- Agentforce
- Troubleshooting
- Communication
- Collaboration

### Nice to have
- Experience with sandboxes and deployments
- Familiarity with Salesforce enterprise environment
- SOX protocols
- Change Management
- Release Management standards
- PagerDuty
- Incident management
- Basic AI literacy

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Indiana---Indianapolis/Service-Management---Analyst--Global-Public-Sector--Early-Talent_JR367113-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)