Technical Analyst - Salesforce

Job Overview

The Salesforce CRM Technical Analyst is a hands-on role responsible for building, configuring, and supporting enterprise Salesforce solutions across Service Cloud, Omni-Channel, Field Service Lightning, and Experience Cloud. The Salesforce platform supports a growing user base of approximately 4,000 users and continues to expand with new capabilities, including Field Service and Marketing Cloud.

In this role, you will apply solid technical judgment and problem-solving skills to deliver secure and performant solutions through configuration, automation, targeted custom development, and support of existing integrations. You will focus on translating defined requirements into reliable technical solutions, supporting service and field operations, and improving technician productivity and customer experience. Exposure to Manufacturing Cloud is a plus.

This is a builder role with a primary emphasis on hands-on delivery, enhancement work, and production support within an established Salesforce architecture.

This role will be expected to be conversant in the following areas:

• Service Cloud
• Field Service lighting(FSL)
• Omni-Channel
• Salesforce AI / Agentforce (exposure)
• Integrations/APIs

Key Job Responsibilities

• Configure and enhance Salesforce Service Cloud, including case management, Service Console, entitlements, and SLA tracking
• Configure and support Omni-Channel routing, queues, presence, and capacity models to improve agent efficiency
• Configure and support Field Service Lightning features, including Work Orders, Service Appointments, Dispatcher Console, Service Territories, Skills, and Scheduling Policies
• Support and improve Field Service mobile workflows to increase technician productivity and first-visit resolution
• Build, maintain, and enhance automation using Flows, approval processes, and validation rules
• Support and enhance Salesforce AI / Einstein features where applicable, following established patterns and guidance
• Analyze, troubleshoot, and resolve Salesforce issues across configuration, automation, security, and integrations
• Participate in system reviews and identify opportunities to improve usability, reliability, and operational efficiency
• Develop, enhance, and support Lightning Web Components (LWC) and Apex code (classes, triggers, batch jobs), primarily for enhancements, bug fixes, and extensions of existing functionality
• Support and enhance existing integrations using REST/SOAP APIs, middleware, and third-party applications in collaboration with senior team members
• Participate in deployments and releases using SFDX, Git, and established CI/CD pipelines such as Copado or Gearset
• Maintain technical documentation, including data models, solution notes, integration details, and UPN process flows

Qualifications/Requirements

• Approximately 4–5+ years of hands-on Salesforce platform experience in a technical delivery or analyst role
• Strong hands-on experience with Service Cloud, including case management, queues, entitlements, Omni-Channel, and SLA configuration
• Practical experience supporting Field Service Lightning (FSL) implementations, including Work Orders, Service Appointments, scheduling concepts, and mobile workflows
• Hands-on Apex development experience, including triggers, batch Apex, and queueable jobs, with a working understanding of governor limits and best practices
• Experience supporting and enhancing Salesforce integrations, including REST/SOAP APIs, named credentials, platform events, and common middleware patterns
• Exposure to Experience Cloud, including portal configuration, security/sharing concepts, and basic customization
• Solid understanding of the Salesforce security model, including profiles, permission sets, OWD, sharing rules, and field-level security
• Familiarity with CI/CD practices, including SFDX, Git-based source control, sandboxes, and participation in established deployment processes
• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical experience
  
  Preferred (Nice to Have)
• Exposure to Sales Cloud configuration, such as opportunity management, forecasting, or pipeline automation (CPQ knowledge is a plus but not required)
• Exposure to Marketing Cloud, including Journey Builder, Email Studio, or Marketing Cloud Connect integration concepts
• Familiarity with Salesforce Einstein / AI features, such as Next Best Action, Einstein Bots, or similar capabilities
• Salesforce certifications such as Salesforce Administrator, Service Cloud Consultant, Field Service Lightning Consultant, or Platform Developer I (advanced certifications are a plus)

Additional Information