Salesforce Associate Technical Support Analyst

Basic Information







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Description and Requirements

Salesforce operations team is responsible for providing global support to our internal BMC users on Salesforce applications. Applications supported by the team include Apttus CPQ, CLM, Sales Cloud, Service Cloud along with other custom-built application built on latest Salesforce platforms like lightning. 

The team participates in several development projects as part of Citizen Development framework along with new project release participation, which enables new learning and development opportunities. The team has a mix of functional and technical expertise along with rich BMC process knowledge across different systems and integration platforms. 

Primary Roles and Responsibilities:
You will be responsible to analyse & resolve Level 2 issues in Salesforce area.
Work independently on the Problem Management Process.
You will develop, co-ordinate and promote the effective functioning of problem management activities by working with support and development teams. 
Provide technical expertise in Salesforce. 
Provide input to application scalability.
Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
You shall act as a technical resource for internal projects.
Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management). 
Good Team player and quick learner.

1.5-3 years of experience working in
Should be comfortable working on Support project with prior experience in support.
Well versed with Salesforce technology.
Should be willing to work in weekly rotational shifts (9AM to 6 PM and 3 PM to 12 AM) and on-call (rotational)
Participate in quarter end war room support (24x7) rotational shift, 2 weeks per quarter.
Ability to understand and practice ITIL methodology for support Salesforce certified ADM 201 or Dev 401 is required.

Working experience in Apttus/Steel brick CPQ, CLM will be added advantage.
Knowledge of ITIL Process/Remedy application will be added advantage.
SFDC technical knowledge of Lightning, VF, Triggers, APEX etc. will be added advantage.
CPQ, Sales and Service Cloud certification is added advantage.
Should have working knowledge on latest SFDC technologies like Lightning etc.

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.