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