IT Generalist Analyst - Salesforce Admin
PTC · Pune
Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Position Summary
We are seeking a highly motivated and detail-oriented Salesforce Administrator to support and maintain our Salesforce Sales Cloud and Service Cloud platforms. The role will be responsible for application administration, production support, incident management, user support, monitoring, and continuous improvement of Salesforce solutions. The ideal candidate will work closely with business users, development teams, and stakeholders to ensure stable, secure, and efficient operation of Salesforce environments.
Key Responsibilities
Salesforce Administration & Production Support
- Administer, configure, and maintain Salesforce Sales Cloud and Service Cloud environments.
- Manage users, profiles, permission sets, roles, queues, workflows, validation rules, reports, dashboards, and case management processes.
- Troubleshoot and resolve production issues requiring advanced application knowledge and elevated system access.
- Monitor application health, integrations, and platform performance to ensure business continuity.
Incident & Problem Management
- Investigate, replicate, troubleshoot, and resolve user-reported issues and system defects.
- Coordinate with Salesforce development teams and business stakeholders to drive timely issue resolution.
- Perform root cause analysis on recurring issues and implement preventive measures.
- Ensure incidents are logged, documented, communicated, and resolved within defined service levels.
- Maintain accurate records of issue resolution, root causes, and stakeholder communications.
Monitoring & Continuous Improvement
- Monitor application alerts, integrations, and infrastructure notifications.
- Identify opportunities for automation, enhanced monitoring, telemetry, and dashboard improvements.
- Analyze recurring support trends and collaborate with development teams to implement long-term solutions.
- Identify application gaps and recommend business process improvements.
Knowledge Management
- Develop and maintain support documentation, troubleshooting guides, and knowledge base articles.
- Share best practices and lessons learned across support and development teams.
Testing, Business Continuity & Change Support
- Participate in UAT, release validation, change management, and deployment activities.
- Support business continuity planning, disaster recovery testing, and application recovery exercises.
- Coordinate with development and infrastructure teams during planned maintenance and major technology events.
Collaboration & Communication
- Partner with business users, support teams, developers, and architects to ensure effective issue resolution.
- Provide timely and professional communication regarding incidents, outages, service restoration, and planned changes.
- Act as a key liaison between business stakeholders and technical teams for Salesforce-related support activities.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
- 3+ years of experience administering and supporting Salesforce Sales Cloud and/or Service Cloud.
- Strong knowledge of Salesforce administration, security model, case management, workflows, validation rules, reports, dashboards, and data management.
- Experience in production support, incident management, root cause analysis, and troubleshooting.
- Knowledge of Salesforce integrations, APIs, and related support processes.
- Strong analytical, communication, documentation, and problem-solving skills.
- Experience working with ticketing and IT service management tools.
Preferred Qualifications
- Salesforce Administrator Certification.
- Experience with Salesforce Lightning Experience.
- Familiarity with Agile methodologies and ITIL-based support processes.
- Experience supporting enterprise-scale CRM platforms.
Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?