Platform Support & Issue Management
· Actively monitor the production support queue and provide timely triage for incoming issues.
· Communicate directly with users to understand the challenges they encounter and guide them toward effective solutions.
· Manage SLAs and KPIs related to issue acknowledgement, investigation, and resolution.
· Collaborate with internal technology teams to drive issues to successful closure.
· Contribute to the knowledge base to improve future troubleshooting efficiency and team-wide learning.
User Administration & Security
· Administer user accounts, including license provisioning, access management, and deactivation.
· Maintain and optimize platform security, including sharing rules, permission sets, profiles, roles, and data access policies.
· Design and maintain user hierarchies that reflect organizational structure and support business operations effectively.
Configuration, Enhancements & Release Management
· Configure and optimize the Salesforce platform to improve usability, streamline processes, and support business goals.
· Manage new Salesforce releases and ensure smooth rollout of new features and updates.
· Create and maintain fields, objects, page layouts, dashboards, reports, campaigns, and other core Salesforce components.
· Build custom objects and flows when required to support advanced business processes.
· Execute ongoing configuration and customization activities as business needs evolve.
Reporting, Insights & Data Quality
· Fulfill ad hoc reporting requests with accuracy and speed.
· Support data quality through routine audits, cleanup efforts, and proactive governance practices.