Service Management - Analyst, Global Public Sector, Early Talent
Salesforce · Posted Nov 3
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
Get a personal compatibility score
Add a resume for personal matches
About the role
Salesforce Global Public Sector is a fast-growing industry business that helps organizations modernize operations, strengthen trust, and deliver mission-critical outcomes with the AI CRM. The team builds secure, scalable, and compliant solutions that enable Salesforce Sales, Professional Services, and Customer Success teams to serve highly regulated customers. This early-career Service Management Analyst role investigates support cases, troubleshoots production issues, participates in support rotations, and builds AI-assisted automation to improve system reliability.
What you will do
- Monitor daily batch jobs, system health dashboards, and application alerts to catch and address anomalies before they impact end-users.
- Participate in incident response and scheduled support or on-call rotations, with training and guidance appropriate to your experience.
- Triage, troubleshoot, and document incoming production incidents (P1/P2 events), coordinate fix actions, and assist with root-cause analysis (RCA).
- 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 to Salesforce Security mandates and best practices such as certification & token refresh, password rotation, QAR and federal audits.
- Manage service request fulfillment, user access coordination, and vendor-escalated support tickets within established SLAs.
- Support Production Deployments
- Build automation for recurring tasks such as access requests, case responses, log analysis, troubleshooting and maintenance.
- Develop AI agents and workflows that help classify cases, retrieve relevant knowledge and execute approved actions with appropriate safeguards.
- Help train AI agents to stay up-to-date, improve accuracy and efficiency.
- Act as an operational touchpoint between site IT, software engineering teams, and external third-party software vendors.
- Compile operational KPI reports, update runbooks and knowledge-base articles, and document recurring system anomalies or process gaps.
Skills used in this role
What the employer is looking for
- Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver's License, Global Entry Card, U.S. Government CAC/PIV.
- A technical background, such as an MIS degree or a CS minor, with an understanding of computer systems and troubleshooting. Writing code is not required.
- A Salesforce Platform Administrator I certification. The advanced certification can come after joining.
- At least one internship or some industry experience
- Willingness to work swing shifts and take PagerDuty on-call rotation
- An ability to investigate problems using logs, error messages and system behavior.
- Clear communication, a collaborative approach and a willingness to ask questions and learn from feedback.
- Self-starter, willing to learn new technologies (Mulesoft, AI, Agentforce) and a Salesforce trailblazer who thrives on working in a fast-paced environment.
- Ability to engage with self awareness as required to avoid conflicts with customers based on personality differences and to make suggestions in a manner that is more likely to result in a desired outcome.
Preferred qualifications
- Experience with sandboxes and deployments, and familiarity with Salesforce enterprise environment, SOX protocols, Change Management and Release Management standards
- Platform or Salesforce internship experience, familiarity with PagerDuty or incident management, and basic AI literacy
- Curiosity and a 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 certifying on your own, and comfort with operational, on-call work
Benefits and support
- Job shadowing
- Mentorship programs
- Talent development courses
About Salesforce
Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.
- Industry
- Cloud Computing
- Company size
- 87000+ employees
- Founded
- 1999
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $25B raised
- 2026-03Post-IPO Debt$25B
- 2003-01Venture Round$1M
- 2001-06Series D$46.9M
- 1999-11Series C$13.2M
- 1999-06Series B$3.8M
Leadership
Chair, Chief Executive Officer & Co-Founder
President & Chief Operating and Financial Officer
Co-Founder & Chief Technology Officer, Slack
President & Chief Strategy Officer
Recent coverage
Marketing Report
Salesforce Unveils New D.C. Innovation Hub to Expand Public Sector Presence2026-10-30
Futurum Group
Salesforce Expands MuleSoft’s Agent Fabric with Production Evaluation and AI Cost Controls2026-10-30
Resilience Media
Salesforce Acquires Defense Tech Startup Rune Technologies for $375 Million2026-10-30