Posted 24 days ago
Salesforce Production Support Associate
@ NTT DATA Services
Halifax, Nova Scotia
Overview
NTT DATA Services is hiring a Salesforce Production Support Associate to provide Level 1 and 2 support for business-critical Salesforce applications and integrations. The work covers monitoring, incident and service request handling within SLAs, escalation, change and release support, and documentation, with on-call and after-hours coverage required. The posting asks for 2 to 4 years of IT or application support experience, including 1 year with Salesforce, and a Salesforce Certified Administrator credential; a separate senior role in the same posting asks for 5+ years, with 3+ on Salesforce.
Responsibilities:
- Monitor Salesforce production environments, alerts and batch jobs
- Triage and resolve incidents and service requests within SLAs
- Escalate complex issues to L3 or development teams
- Support major incident management and Change and Release processes
- Create and maintain SOPs and knowledge articles
Requirements summary:
- 2 to 4 years of IT or application support, 1+ year on Salesforce
- Working knowledge of Apex basics, SOQL, Flows and Lightning
- Understanding of Salesforce security and SSO
- Solid grasp of ITIL incident, problem, change and service request processes
- Required: Salesforce Certified Administrator
Tools & skills
Source and dates
Employer career site / ATS feed · successfactors
- Employer posting date
- 2026-10-13
- First seen by our source
- 2026-10-13
- Source record updated
- 2026-11-06
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Entry level |
| Department | Customer service |
| Experience | 2+ years |
| Schedule | overnight |
| Travel | air: none · ground: none |
| Work setting | Office, Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Licences & certifications | Salesforce Certified Administrator, ITIL Foundation |
| Education | Bachelor’s degree (preferred) |
| Fields of study | IT, Computer Science |
Summary and details written by AI from the posting; the employer’s posting is the authority.
NTT DATA Services
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Full company description
NTT DATA, Inc. is a trusted global innovator of business and technology services. We're committed to helping clients innovate, optimize and transform for long-term success. Our R&D investments help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity.
- LinkedIn followers
- 761,073
- People associated on LinkedIn
- 24,488
- Reported office locations
- 7950 Legacy Drive, Suite 900, Plano, Texas 75024, US
- 18 S End Road, Bengaluru, Karnataka 560004, IN
- Business categories
- Information Technology
- Digital Marketing
- Consulting
- Software
- InsurTech
- Information Services
- IT Management
- Security
- Cloud Data Services
- Other recorded names
- NTT DATA Services
- NTT DATA North America
- Specialties
- BI
- Analytics and Automation
- Cloud
- Digital
- Applications Modernization
- Infrastructure Management
- Security and Hosting
- BPO
- Financial Services and Insurance
- Healthcare
- Public Sector
- Manufacturing and Commercial Industries
- and Consulting
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
NTT DATA, Inc. is a trusted global innovator of business and technology services. We're committed to helping clients innovate, optimize and transform for long-term success. Our R&D investments help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up…
| Field | Value |
|---|---|
| Industry | IT Services and IT Consulting |
| Company size | 10,001+ employees |
| Headquarters | Plano, Texas |
| Organization type | Public Company |
| Specialties | BIAnalytics and AutomationCloudDigitalApplications ModernizationInfrastructure ManagementSecurity and HostingBPOFinancial Services and InsuranceHealthcare |
| Open jobs on Jobsy | 54 |
| View page |
Salesforce Production Support Associate
Role Summary
Provide Level 1/2 production support for business-critical Salesforce applications and integrations, following ITIL-based incident, problem, and change management processes to keep services stable and within SLAs.
Key Responsibilities
- Monitor Salesforce production environments, alerts, scheduled jobs, and batch processes; flag issues early
- Log, triage, prioritize, and resolve incidents and service requests in the ITSM tool (e.g., ServiceNow) within SLAs
- Escalate complex issues to L3, development, or CoE teams with clear technical details
- Perform first-level troubleshooting using debug logs, API/integration logs, and error messages
- Support Major Incident Management: communicate status updates, track actions, and coordinate with stakeholders
- Contribute to Root Cause Analysis and Problem Management by identifying recurring incidents and trends
- Assist with Change and Release Management: follow approval processes, support deployments, and perform smoke testing and post-implementation checks
- Handle routine configuration tasks such as user access, permission sets, and data fixes under defined procedures
- Create and maintain SOPs, knowledge articles, and troubleshooting guides
- Track incident, SLA, and service metrics; suggest improvements and automation opportunities
- Participate in on-call and after-hours support as required
Required Skills
- 2–4 years of IT or application support experience, including 1+ year with Salesforce
- Working knowledge of Salesforce (Apex basics, SOQL, Flows, validation rules, Lightning)
- Understanding of Salesforce security: profiles, permission sets, roles, SSO
- Basic understanding of REST/SOAP integrations and batch processes
- Solid grasp of ITIL processes: Incident, Problem, Change, Knowledge, and Service Request Management
- Strong analytical, communication, and documentation skills
- Ability to manage multiple priorities in a high-volume support environment
Preferred Skills
- ITIL Foundation certification
- ServiceNow or similar ITSM tools
- Exposure to MuleSoft, Informatica, or Data Loader
- Experience in Agile/DevOps environments
Qualifications
- Bachelor's degree in IT, Computer Science, or related field (or equivalent)
- 5+ years of IT or application support experience, including 3+ year with Salesforce
- Experience in an SLA-driven production support environment
Certifications
- Required: Salesforce Certified Administrator
- Preferred: ITIL 4 Foundation, Platform App Builder, Platform Developer I
Role Description
Senior Salesforce Production Support Engineer
Reporting to the IT Team Lead, the Senior Salesforce Production Support Engineer will be a key member of the Salesforce Platform Production Support team, responsible for ensuring the stability, availability, performance, and reliability of business-critical Salesforce applications and integrations.
This role will provide Level 2/Level 3 production support, troubleshoot complex application and integration issues, perform root cause analysis, coordinate incident resolution, and implement preventive and corrective actions. The position requires strong hands-on Salesforce technical expertise along with a solid understanding of production support processes, incident management, change management, monitoring, and operational excellence.
The Senior Salesforce Production Support Engineer will work closely with application development teams, Salesforce CoE, infrastructure teams, integration teams, business stakeholders, and third-party vendors to maintain reliable Salesforce services and ensure production issues are resolved within agreed service levels.
Required / Min Qualification :
- 5+ years of IT or application support experience, including 3+ year with Salesforce
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