Responsibility
Job Title: PSM Senior Analyst / Developer (Salesforce)
Experience: 8–12 Years
Employment Type: Permanent
Location: Bangalore
Work Mode: Hybrid
Role Summary
We are looking for an experienced PSM Senior Analyst / Developer with strong expertise in Salesforce Service Cloud, Experience Cloud, Apex Development, and Field Service Lightning. The ideal candidate will be responsible for supporting and maintaining Salesforce applications, ensuring system stability, resolving production issues, and implementing continuous improvements. This role requires close collaboration with business stakeholders, development teams, and support teams to deliver reliable and scalable Salesforce solutions.
Key Responsibilities
- Provide L2/L3 production support for Salesforce applications built on Service Cloud, Experience Cloud, and Field Service Lightning.
- Analyze, troubleshoot, and resolve production incidents, defects, and user-reported issues within defined SLAs while performing root cause analysis (RCA) to implement permanent solutions.
- Gather, analyze, and document business requirements, translating them into functional and technical solutions.
- Design, configure, and enhance Salesforce solutions to support customer service and operational workflows.
- Support configuration changes, minor enhancements, break-fix activities, and production deployments across various environments.
- Work with Salesforce features including Case Management, Omni-Channel, Service Console, Knowledge Base, Experience Cloud Sites, and Field Service Work Orders.
- Prepare support documentation, runbooks, and knowledge articles while assisting with UAT, regression testing, release validation, and system monitoring.
- Collaborate with development, QA, and business teams to ensure smooth issue resolution, system continuity, and data integrity.
Required Skills & Experience
- 8–12 years of overall experience with strong hands-on expertise in Salesforce development and support.
- Strong experience with:
- Salesforce Service Cloud
- Salesforce Experience Cloud
- Salesforce Field Service Lightning (FSL)
- Apex Development
- Experience providing L2/L3 production support and incident management.
- Strong knowledge of Salesforce configuration, customization, and application support.
- Experience in root cause analysis (RCA), production support, and system maintenance.
- Good understanding of user access management, security, and data integrity.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and stakeholder management skills.
Preferred Skills
- Experience with Salesforce deployments and release management.
- Knowledge of Agile development methodologies.
- Experience working in enterprise-scale Salesforce environments.
- Familiarity with CI/CD processes and Salesforce DevOps practices.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.