Sr. IT Support Analyst - Salesforce

TD•Toronto, ON

2d•CA$81,600 - CA$115,200•Onsite

About The Position

Hands-on L3 application and production support specialist responsible for the stability, availability, and day-to-day support of enterprise Salesforce platforms, with primary emphasis on Salesforce Marketing Cloud. The role manages incidents, problems, changes, releases, monitoring alerts, integrations, and operational documentation in a high-volume, SLA-driven environment. The successful candidate can work independently, learn unfamiliar platform capabilities quickly, and deliver effectively in a fast-paced environment under pressure.

Requirements

Undergraduate degree or Technical Certificate
5-7 years relevant experience
4-8 years of experience in application support, production support, platform administration, or a comparable operations role.
Hands-on production support experience with Salesforce Marketing Cloud or a closely related Salesforce platform such as Marketing Cloud Personalization, Data 360, or Loyalty Management.
Practical experience with incident management and change management as part of daily BAU operations.
Experience working in an SLA-driven production environment and managing multiple priorities during high-pressure situations.
Experience with ITSM tools such as Jira and ServiceNow.
Experience with monitoring or logging tools such as Splunk.
Strong troubleshooting, problem-solving, documentation, ownership, and stakeholder communication skills.
Ability to work independently with minimal supervision, learn quickly, adapt to changing priorities, and take issues through to resolution.
Salesforce Marketing Cloud Administrator or similar certification.

Nice To Haves

2-4 years of administration, management, and production support experience in one or more of the following: Marketing Cloud Personalization, Data 360, or Salesforce Loyalty Management.
Experience supporting Salesforce Marketing Cloud administration, security, data models, Contact Builder, journeys, automations, and campaign operations.
Experience supporting REST/SOAP APIs, SFTP feeds, imports/exports, integrations, or data movement between Salesforce and upstream/downstream systems.
Working knowledge of SQL for investigation or support of Marketing Cloud Data Extensions.
Exposure to Salesforce CRM / Sales Cloud, Mobile Studio, MuleSoft, Azure, CI/CD concepts, or other enterprise integration technologies.
Experience in a large enterprise or regulated environment; financial-services experience is an asset.
Informal leadership experience, including guiding team members, coordinating issue resolution, and influencing outcomes.

Responsibilities

Monitor production applications, scheduled processes, integrations, and alerts; identify, triage, and resolve issues to minimize business impact and downtime.
Own incidents through investigation, stakeholder communication, resolution, documentation, and closure while meeting established SLAs.
Use ITSM tools such as Jira and ServiceNow to manage incidents, problems, changes, tasks, and operational records.
Use monitoring and logging tools such as Splunk to investigate alerts, application behaviour, data-flow failures, and recurring issues.
Participate in rotational on-call and after-hours support for critical incidents, releases, and production changes.
Provide production support for Salesforce Marketing Cloud capabilities, including Email Studio, Journey Builder, Automation Studio, Contact Builder, campaign execution, automations, Data Extensions, triggered sends, and scheduled campaigns.
Administer and support platform configuration, access, security, operational controls, and production stability across applicable Salesforce products.
Support one or more adjacent Salesforce platforms such as Marketing Cloud Personalization, Data 360, or Loyalty Management, and develop proficiency in other portfolio platforms as needed.
Troubleshoot campaign, journey, automation, audience, data refresh, personalization, integration, and platform administration issues.
Coordinate with business, engineering, vendor, and upstream/downstream support teams to restore service and prevent repeat failures.
Perform root cause analysis for recurring or high-impact incidents and drive corrective and preventive actions.
Prepare, review, implement, and validate production changes in accordance with change-management controls.
Support release readiness, implementation, post-deployment validation, and rollback or recovery activities when required.
Maintain runbooks, support procedures, knowledge articles, incident records, and operational documentation.
Follow security, data privacy, consent, audit, and regulatory requirements applicable to enterprise production support.
Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others.
Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution.
Leads the support of highly complex and/or comprehensive applications/systems and/or business lines.
Identifies root causes and implements targeted and controlled remediation plans.
May administer business applications in co-ordination with appropriate stakeholders.
Reviews, participates and implements procedures.
Researches industry standards, best practices and new innovations in technology and makes recommendations.