Service Management - Analyst, Global Public Sector, Early Talent

Salesforce•Indianapolis, IN

About The Position

Salesforce is seeking an early-career Service Management Analyst to support Global Public Sector operations and help build AI-powered engineering and service management capabilities. The role supports secure, scalable, and compliant systems used by Salesforce teams serving regulated government customers. With guidance from a senior mentor, the analyst investigates support cases, troubleshoots production issues, participates in support rotations, and develops experience that can lead to broader product or technical roles. The position also focuses on adopting and improving AI-assisted solutions that reduce manual work and prevent recurring issues, such as case automation, trend analysis, access workflows, knowledge retrieval, log analysis, and system hardening. As an individual contributor on the operations and service management team, the analyst monitors core applications, resolves or escalates production incidents, tracks SLAs, and contributes to continuous operational improvement. The role works with engineering, vendor partners, and business stakeholders to support application stability, data integrity, incident workflows, and operational standards. The candidate must be a U.S. citizen working on U.S. soil and able to meet applicable customer and government screening standards, including a Criminal Justice Information Services screening with fingerprint scan. Citizenship will be verified using two listed REAL ID Act documents.

Requirements

Technical background, such as an MIS degree or a computer science minor, and an understanding of computer systems and troubleshooting; writing code is not required.
Salesforce Platform Administrator I certification; the advanced certification may be obtained after joining.
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, a collaborative approach, and willingness to ask questions and learn from feedback.
Self-starter willing to learn new technologies, including Mulesoft, AI, and Agentforce, and able to thrive in a fast-paced environment.
Ability to engage with self-awareness to avoid customer conflicts arising from personality differences and make suggestions in a way more likely to achieve a desired outcome.
U.S. citizenship and work on U.S. soil; ability to meet applicable customer and government screening standards, including a Criminal Justice Information Services screening with fingerprint scan.
Citizenship verification using two of the listed REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver's License, Global Entry Card, or U.S. Government CAC/PIV.

Nice To Haves

Experience with sandboxes and deployments, and familiarity with Salesforce enterprise environments, SOX protocols, Change Management, and Release Management standards.
Platform or Salesforce internship experience.
Familiarity with PagerDuty or incident management.
Basic AI literacy.
Curiosity and passion for helping end users discover and resolve issues, asking good questions, breaking problems down, and thinking on your 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 to identify and address anomalies before they affect users.
Participate in incident response and scheduled support or on-call rotations, with training appropriate to experience.
Triage, troubleshoot, and document production incidents, including P1/P2 events; coordinate fixes and assist with root-cause analysis.
Partner 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.
Manage service request fulfillment, coordinate user access, and handle vendor-escalated support tickets within established SLAs.
Support production deployments.
Build automation for recurring tasks, including access requests, case responses, log analysis, troubleshooting, and maintenance.
Develop AI agents and workflows to classify cases, retrieve relevant knowledge, and execute approved actions with appropriate safeguards.
Help train AI agents to maintain and improve their accuracy and efficiency.
Coordinate operational work among site IT, software engineering teams, and external software vendors.
Compile operational KPI reports, update runbooks and knowledge-base articles, and document recurring anomalies or process gaps.
Monitor core applications, resolve or escalate production incidents, track SLAs, and support continuous operational improvement.