SFDC Support Analyst

Company Description

Mandiant is the leader in intelligence-led security-as-a-service. Working as a seamless, scalable extension of customer
security operations, Mandiant offers a single platform that blends innovative security technologies, nation-state grade
threat intelligence, and world-renowned Mandiant® consulting.

Job Description

The Salesforce Support Analyst will be responsible for Release Management activities including Production
deployment, Sandbox refresh activities. He/She will be facing customers in solving day to day incidents and service
requests. The admin should possess good skills in SFDC configuration to analyze the incidents and suggest the
solution and should be able to deliver the Enhancements requests. The position requires detailed expertise in Sales
cloud, Service Cloud, GitHub/Gitlab, Jenkins, CI/CD tools.

Responsibilities:

 Participate in the analysis and review of the incidents and provide solution or work with the Developers to
identify the solution 
 Apply best practices and technical/business experience in solving incidents and should be able to
communicate effectively to the stake holders.
 Provide Release management support for new projects, enhancements.
 Should be able to Document/support the Salesforce platform upgrades.
 Work with backend systems integration and Data Warehouse team members to implement integrated data
and process flows. Analyze and recommend improvements to existing data and process flows.
 Support Salesforce.com Admins as necessary to set up fields, profiles, roles, security, and other
configurations. Import large volumes of data using Data Loader and/or Demand Tools and installing and
managing the packages. 
 Work within the SDLC process including managing solutions from one environment to the next.

Qualifications

Requirements:

 3+ years of experience in performing Salesforce Release management activities.

 At least one large Salesforce implementation project involving multiple releases, change management
process, and/or multi-locale deployment.
 Expertise in Incident/Service Request management process.
 Expertise in SFDC Lightning Platform.
 Experience in Salesforce.com Steel brick CPQ and Advanced approval application is preferred.
 Experience is using CI/CD tools like Copado, Flosum or equivalent knowledge of using Github, Jenkins is
required.
 Experience with real-time integration on the Force.com platform. 
 Strong System Admin experience and Knowledge of common third-party solution providers for Salesforce. 
 Strong problem solving, and excellent communication skills.
 Proven experience of diagnosing issues from error codes, logging, de-bugging in process builder, workflows,
apex, objects, FLS, etc.

 Experience with project lifecycle methodologies, AGILE / SCRUM

  Knowledge of internet and cloud architecture paradigms 
 Bachelor's degree in Computer Science, Management Information Systems, or other technical areas. Will
accept any equivalent combination of education and experience. 

Certifications

Salesforce Certified Administrator 201