Salesforce Production Support Analyst

Truist Financial Corporation • Atlanta, GA

31d • $130,000 - $140,000 • Onsite

About The Position

We are looking for a Salesforce Production Support Analyst with strong IT Service Management (ITSM) experience to ensure the stability, reliability, and performance of our Salesforce platform in a highly regulated financial environment. This role will focus on incident management, problem resolution, and continuous improvement of production support processes. This is a full-time, onsite position (5 days per week) based in Atlanta, GA

Requirements

• Bachelor's Degree and six to ten years of experience or equivalent education and software engineering training or experience
• 5+ years of experience in Salesforce production support or similar role.
• Strong understanding of Salesforce platform, including configuration and metadata.
• Hands-on experience with ITSM tools (ServiceNow, Remedy, or similar).
• Knowledge of ITIL processes (Incident, Problem, Change Management).
• Familiarity with release management and deployment strategies for Salesforce.
• Excellent troubleshooting, analytical, and communication skills.
• In-depth knowledge in information systems and ability to identify, apply, and implement best practices
• Understanding of key business processes and competitive strategies related to the IT function
• Ability to plan and manage projects and solve complex problems by applying best practices
• Ability to provide direction and mentor less experienced teammates. Ability to interpret and convey complex, difficult, or sensitive information

Nice To Haves

• Master's degree and ten+ years of experience or an equivalent combination of education and work experience
• Salesforce certifications (e.g., Administrator, Platform App Builder).
• Experience in financial services or regulated environments.
• Knowledge of CI/CD tools (GitLab, Copado) and version control (GitLab).
• Knowledge of cloud platforms (AWS, Azure) and containerization (Docker, Kubernetes).
• Experience in regulated environments (banking, insurance, financial services).
• Banking or financial services experience. Knowledge of one or more of the following: Solid foundation in data structures, algorithms, and software design with strong analytical and debugging skills
• Professional experience building high-quality apps or services from the ground up and scaling at an enterprise level
• Experience with Open Source tools and frameworks
• Experience with cloud technologies, such as AWS, Azure, or GCP
• Strong understanding of SOA and/or Open API methodologies and service architectures

Responsibilities

• Provide Level 2/3 support for Salesforce applications, resolving incidents and service requests within defined SLAs.
• Monitor and maintain Salesforce production environments, ensuring high availability and performance.
• Manage incident, problem, and change processes in alignment with ITSM best practices (e.g., ITIL framework).
• Collaborate with Salesforce developers, admins, and business teams to troubleshoot and resolve issues.
• Perform root cause analysis and implement preventive measures for recurring issues.
• Coordinate and execute deployments and releases in production environments.
• Maintain accurate documentation of incidents, changes, and configurations.
• Ensure compliance with financial industry regulations, security standards, and audit requirements.
• Participate in on-call rotation for critical incident support.
• Lead and participate in the development, testing, implementation, maintenance, and support of highly complex solutions in adherence to company standards, including robust unit testing and support for subsequent release testing.
• Build non-functional monitoring capabilities and provide escalated support for highly complex applications in production.
• Build in and maintain security controls and monitoring in support of company standards.
• Typically lead moderately complex projects and participate in larger, more complex initiatives.
• Solve complex technical and operational problems. Act as a resource for teammates with less experience
• May oversee the work of a small team.
• In an Agile environment: Responsible for delivering high quality working software and automating manual/reusable tasks working directly, and engage with, the business from the beginning of the design work. Leverage continuous engineering practices to deliver business value regarding effectiveness of the design. Actively participate in refining user stories. Responsible for design, developing, and maintaining automated unit testing, and supporting integration and functional testing. Responsible for providing automated monitoring capabilities, providing warranty support, and providing knowledge transfer to production support. Develop code in accordance with the acceptance criteria established by the Product Owner.

Benefits

• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 5,001-10,000 employees