Description

Must-have skills 

 Sales Cloud, Service Cloud and Lightning 

 Salesforce administration and configuration 

 Profiles, permission sets and access governance 

 Flows, routing and Omni-Channel 

 Reports, dashboards and production support 

Key responsibilities 

 Resolve platform, access and configuration incidents 

 Support reports, dashboards, flows and routing 

 Coordinate seasonal-release impact assessment 

 Support Conga and Gainsight dependencies 

 Maintain runbooks and known-error information 

Project-specific requirements 

 Hands-on L2/L3 production supports experience and ability to independently diagnose incidents from day

one. 

 Willingness to work in the assigned IST/EST-aligned support shift and participate in the defined P1 on-call

rotation. 

 Strong written and verbal communication with business users, HMH Service Desk, NOC/ProdOps, retained

technical teams and product vendors. 

 Ability to create and maintain runbooks, KEDB articles, RCA records and transition documentation. 

 Experience estimating minor changes, supporting testing and validating production releases. 

 Willingness to support EST-facing business users and Salesforce P1 on-call where assigned. 

 Experience with sandbox validation, seasonal release readiness and production verification

Key Skills

Education

Bachelor’s degree