Service Management - Analyst, Global Public Sector, Early Talent

Salesforce•Indianapolis, IN

About The Position

Salesforce Global Public Sector is seeking an early-career Service Management Analyst to help operate and improve secure, scalable, and compliant solutions supporting Salesforce teams and regulated government customers. The analyst will monitor core applications, investigate support cases, troubleshoot production issues, participate in support and on-call rotations, and help strengthen system reliability. With guidance from a senior mentor, the role combines production support with AI-assisted investigation and automation, offering opportunities to grow into broader product or technical roles. The analyst will support incident and service-request workflows, track application performance and service-level agreements, coordinate access and vendor support, and contribute to application maintenance, deployments, security requirements, and compliance checks. The role also builds and improves automation and AI agents for tasks such as case classification, knowledge retrieval, log analysis, and approved actions. It works closely with engineering, site IT, vendors, and business stakeholders, while documenting procedures, operational metrics, recurring anomalies, and process improvements. Applicants must be U.S. citizens working on U.S. soil and able to meet applicable customer and government screening standards, including a fingerprint-based Criminal Justice Information Services screening. Citizenship will be verified using two specified REAL ID Act documents. The position is an individual-contributor role within the operations and service management team.

Requirements

U.S. citizenship and operation on U.S. soil; ability to meet applicable customer and government screening standards, including a fingerprint-based Criminal Justice Information Services screening.
A technical background, such as an MIS degree or a computer science minor, with an understanding of computer systems and troubleshooting; coding is not required.
Salesforce Platform Administrator I certification.
At least one internship or some industry experience.
Willingness to work swing shifts and participate in a PagerDuty on-call rotation.
Ability to investigate problems using logs, error messages, and system behavior.
Clear communication, collaboration, willingness to ask questions, and receptiveness to feedback.
Self-starter willing to learn technologies such as MuleSoft, AI, and Agentforce, and able to thrive in a fast-paced environment.
Ability to engage with self-awareness, avoid customer conflicts arising from personality differences, and make suggestions in a manner likely to achieve a desired outcome.

Nice To Haves

Experience with sandboxes and deployments, and familiarity with Salesforce enterprise environments, SOX protocols, and change- and release-management standards.
Platform or Salesforce internship experience.
Familiarity with PagerDuty or incident management and basic AI literacy.
Curiosity and passion for helping end users discover and resolve issues; ability to ask good questions, break down problems, and think on one's feet.
Initiative such as self-study or earning certifications independently, and comfort with operational, on-call work.
Evidence of skills through coursework, personal projects, open-source contributions, or professional experience.

Responsibilities

Monitor daily batch jobs, system-health dashboards, and application alerts; identify and address anomalies before they affect end users.
Participate in incident response and scheduled support or on-call rotations, with training and guidance appropriate to experience.
Triage, troubleshoot, and document production incidents, including P1/P2 events; coordinate fixes and assist with root-cause analysis.
Work with Engineering to improve code, monitoring, tests, and documentation to prevent recurring incidents.
Track application performance metrics, maintenance windows, and compliance checks aligned with ITIL Service Operation frameworks.
Support Salesforce security mandates and practices, including certification and token refresh, password rotation, QAR, and federal audits.
Fulfill service requests, coordinate user access, and manage vendor-escalated support tickets within established SLAs.
Support production deployments.
Automate recurring tasks such as access requests, case responses, log analysis, troubleshooting, and maintenance.
Develop and improve AI agents and workflows for case classification, knowledge retrieval, and execution of approved actions with safeguards; help keep agents accurate and up to date.
Coordinate operational work among site IT, software engineering teams, and third-party software vendors.
Compile operational KPI reports, update runbooks and knowledge-base articles, and document recurring anomalies and process gaps.
Support application stability, data integrity, incident workflows, and continuous operational improvement.