ESaaS - SFDC - Enterprise Architecture

Job Title: Support Lead

Overview:

Support Lead to manage client support operations across integrated platforms including Salesforce, Data Cloud, Marketing Cloud, Loyalty Cloud and MuleSoft APIs. This role involves handling incidents via ServiceNow, executing data load activities, performing root cause analysis, and delivering regular reporting updates to clients.

Key Responsibilities:

• Act as the primary point of contact for client support and issue resolution.
• Manage and triage incoming tickets through ServiceNow, ensuring timely and accurate responses.
• Oversee and perform Data load activities into Salesforce and related systems.
• Conduct root cause analysis for recurring or high-impact issues and drive permanent fixes.
• Ensure smooth operation and integration across platforms including Salesforce, Data Cloud, Marketing Cloud, and MuleSoft APIs.
• Provide support for Salesforce Loyalty Cloud, including troubleshooting program configurations, member data, and engagement workflows.
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues.
• Maintain detailed documentation of incidents, resolutions, and system configurations.
• Identify opportunities for automation and process improvements within support workflows.
• Monitor system health and proactively address potential issues.
• Provide regular updates and reports to stakeholders on ticket status, system performance, and support metrics.

Skills:

• Strong understanding of Salesforce CRM, Data Cloud, and Marketing Cloud functionalities.
• Experience with MuleSoft APIs and integration workflows.
• Proficiency in ServiceNow for incident and change management.
• Hands-on experience with data load processes (e.g., using Data Loader).
• Ability to analyze logs, trace errors, and perform root cause analysis.
• Strong knowledge on REST APIs, Bulk API JSON, and SQL.
• Experience in preparing client-facing reports using tools like Excel or Salesforce Reports.
• Excellent communication, documentation, and client-handling skills.

Experience:

• 7+ years of overall experience in technical support or system operations.
• Minimum 5 years of hands-on experience with Salesforce Core 
• Proven track record of handling data load activities, performing root cause analysis, and supporting enterprise-level integrations.
• Experience in managing support tickets via ServiceNow or similar ITSM platforms.

Knowledge of Data Cloud, Marketing cloud , Loyalty cloud with MuleSoft integrations and APIs experience.

    What's this role about?
  Here's how you'll contribute:           You'll do this by:
         Core Skills:
         Desired Skills:
  How we’d like you to lead:
  Advantage Zensar We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.
  Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans’ status.
  Zensar is a place where you are free to express yourself in an environment that values individuality, nurtures development and is mindful of wellbeing. We put our people and customers at the center of everything that we do. Our core values include: 
 

• Putting people first
• Client-centricity
• Collaboration

Grow. Own. Achieve. Learn. with Zensar