Role: Salesforce Support Analyst
Location: Pune/ Bangalore
What you will do?
As a (Tier 2) you will handle incidents and changes daily, providing essential support for our CRM systems. By leveraging your expertise in both Salesforce support and development, you will contribute to the continuous improvement of our service delivery, driving innovation and efficiency across the organization.
- Provide day-to-day support for our Salesforce CRM system by troubleshooting and resolving incidents in line with SLAs.
- Work on enhancements to optimize functionality and user experience.
- Manage and update tickets in ServiceNow, ensuring accurate documentation and timely resolution.
- Collaborate with development teams to support deployments and participate in Agile projects. Assist in testing new features and validating fixes before release
- Contribute to knowledge base articles and documentation for recurring issues and solutions.
- Managing demanding stakeholders - Handle urgent or complex customer requests with clear communication and professionalism. Balance customer needs with company policies, build trust, and maintain positive relationships in challenging situations.
How you will do it:
- Apply strong problem-solving skills to diagnose issues and implement effective solutions.
- Follow governance and change management processes to ensure compliance and quality.
- Communicate clearly with users and stakeholders, providing timely updates and guidance.
- Continuously seek opportunities to automate tasks and improve support workflows.
- Monitor system performance & health and proactively address potential issues.
What we look for:
- 5+ years’ experience in Salesforce Support including Sales, Service, Marketing/Experience Cloud support.
- Salesforce Administrator Certification is essential with Salesforce Platform App Builder or Platform Developer 1 Certification preferred.
- Knowledge of Apex and Lightning Web Components (LWC) development.
- Experience in Salesforce integrations including Mulesoft. Heroku experience an advantage.
- Experience with ServiceNow, JIRA or similar tools for ticket handling and project tracking
- Working hours and flexibility – set hours with occasional flexibility for urgent issues or peak times. We support work-life balance and respect personal time.
- Excellent communication skills to work effectively with business stakeholders globally.
- Ability to work in an agile environment and adapt to changing requirements.
- Fluent English (must)
Skills Required
- 5+ years' experience in Salesforce support including Sales, Service, Marketing/Experience Cloud
- Salesforce Administrator certification
- Platform App Builder or Platform Developer 1 certification
- Knowledge of Apex and Lightning Web Components (LWC) development
- Experience with Salesforce integrations including MuleSoft
- Heroku experience
- Experience with ServiceNow, JIRA or similar ticketing and project tracking tools
- Fluent English
- Ability to work in an agile environment and adapt to changing requirements
Johnson Controls Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson Controls and has not been reviewed or approved by Johnson Controls.
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Retirement Support — Retirement support is positioned as a meaningful part of the package through employer 401(k) matching, repeatedly framed as a strong pillar of the overall rewards mix. The matching contribution is described with specific match levels in multiple places, reinforcing perceived value for long-term saving.
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Leave & Time Off Breadth — Time off is presented as comparatively robust, with multiple paid holiday categories, vacation time, and sick time described as generous or “amazing” in places. Paid time off breadth appears to be a consistent contributor to total rewards attractiveness beyond base pay.
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Flexible Benefits — Benefits are described as broad and customizable, spanning standard medical/dental/vision plus optional add-ons like pet insurance, identity protection, and legal support. Tuition reimbursement is repeatedly highlighted as a high-value option supporting professional development.
Johnson Controls Insights
What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission. Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
