Application Support

CRITERIA FOR PERFORMANCE EVALUATION (KPIs)

• Ensure consistent quality and integrity across the Salesforce platform. • Maintaining Data Quality in terms of SMAX tickets actioned and other connected object • Resolves SMAX tickets within the SLAs and provides clear resolution by achieving FTR • Improvements in performance against BV-GPC SLA, Quality, Productivity • Participate in User Acceptance Testing (UAT) for enhancements, defect fixes, and Sprint rollouts. • Communicate issue status, resolutions, and system updates clearly and proactively. • Operational support to countries/ Key User

QUALIFICATION AND EXPERIENCE

Bachelors in Engineering, B.Sc. IT, B.Sc. CS with 3 to 5 years’ experience in Salesforce Application, Project Management and managing multiple stakeholders in Global environment Preferred: Salesforce Certification

Experience:

3–5 years of experience in Salesforce application support or CRM support roles. Salesforce certification (e.g., Salesforce Administrator) is mandatory. Hands‑on experience with incident management tools (preferably SMAX). Strong understanding of Salesforce objects, validation rules, data relationships, and standard functionality. Experience in UAT execution, test cases, user stories and end‑user validation. Good communication skills with ability to interact effectively with stakeholders across international regions.

SKILLS & QUALITIES

In‑depth knowledge of the Salesforce application and capabilities of CRM Tool Strong reporting background using standard reporting tools including standard Salesforce reporting functionality Ability to work independently, as well as team player with positive “Can‑do” attitude Candidate should possess very strong written and oral communication skills in English and should be driven by customer satisfaction. Facilitate the deployment, implementation and acceptance of change in Salesforce Strong problem-solving and analytical abilities. Stakeholder-focused with effective communication and coordination skills. Attention to detail and commitment to high data accuracy. Project management experience will be an added advantage

Mandatory Skills

Salesforce,CRM,L1,L2,L3

Roles & Responsibilities

PURPOSE OF POSITION

The Application Support Analyst (Salesforce) is responsible for providing L1 operational support for the Salesforce CRM platform used across BV Global. The role ensures seamless system usage by addressing user queries, resolving functional issues, supporting data governance activities, and coordinating with L2/L3 teams for complex escalations The Application Support Analyst (Salesforce) would be part of Group Operations Support team whose major responsibility would be to support Salesforce projects & resolve technical aspects during UAT testing phase and post deployment support Collaborating with cross-functional teams to align processes with Group Operations Support Goals The Application Support Analyst (Salesforce) is responsible for providing technical and operational support to end-users, ensuring efficient resolution of issues and maintaining high levels of user satisfaction This role involves analyzing and troubleshooting technical problems, managing service requests, and working closely with other IT and business units to improve support processes and service delivery

2. MAJOR RESPONSIBILITIES

This incumbent will be responsible for support of Salesforce (CRM) tool for BV Global. • Ticket triage & initial response – Log and acknowledge all Salesforce-related tickets in SMAX within the defined SLA, ensuring clear communication with the end-user. • User & access management – Create, modify, or deactivate Salesforce user accounts for SMARTCERT, assign appropriate permission sets, and reset passwords/MFA as required. • Configuration & data-patch support – Apply routine configuration changes and review data-patch requests; forward complex data-migration or integrity issues to the L3 (DxT Salesforce, Flex, Siebel) team with complete diagnostic details. • Root-cause analysis (RCA) – Perform basic troubleshooting, document findings, and only escalates when the issue exceeds L1 scope or requires deeper system changes. • Escalation to L3 – Identify tickets involving data-patches, integration/API failures, security/compliance concerns, or system-wide configuration changes; provide a concise hand-off package (ticket details, logs, attempted steps). • Issue monitoring & reporting – Track recurring categories (service resources, user access, scheduling, certificate issuance, data migration) and generate weekly trend reports for the support team and product owners. • Knowledge-base maintenance – Update internal wiki/knowledge-base with new solutions and refine existing articles based on ticket feedback. • Customer communication – Keep users informed of status, next steps, and estimated resolution time; escalates critical incidents to stakeholders when necessary. • Compliance & security – Follow Salesforce security best practices, audit trail review, and ensure all changes comply with internal data-handling policies. • Continuous learning – Attend Salesforce and SmartCert training sessions; stay updated on new features, releases, and best practices.

Education Qualification

B.Tech

Experience

2 to 6 years