Application Support Analyst II (Salesforce Administrator)

Location: Chennai, India
Department: IT

ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.

As an Application Support Analyst II (Salesforce Administrator), you will contribute to application support activities, taking responsibility for your deliverables and working collaboratively.

Key responsibilities include:

• Provide tier 2 Technical support for Salesforce systems.
• Work with developers and integration teams for application deployment and error resolution.
• Troubleshoot applications, third-party integrations, review and analysis of Salesforce debug logs and general errors.
• Respond to user requests for assistance (Help Desk tickets; phone, email).
• Instruct users on correct system usage.
• Troubleshoot and resolve complex system issues.
• Communicate with vendors to resolve system issues.
• Develop, test, and implement system changes, upgrades, and patches.
• Maintain system configuration; for example: user accounts, integration endpoints, project setup, data dictionaries, access provisioning, configuration changes.
• Perform regular system monitoring and maintenance activities.
• Evaluate new product features and changes for impact or recommendations to technical team
• Work with vendors to install and configure application software on servers.

You will bring relevant application support experience, along with the following qualifications and skills:

• 4+ years' experience with Salesforce administration, troubleshooting user login issues, security configuration, custom object configuration, custom reports and dashboards development, environment monitoring and application deployment required.
• 3+ years’ experience with complex Salesforce deployments in a highly customized environment.
• 3+ years’ experience managing deployments in a highly regulated GxP environment.
• Proficiency with Salesforce.com data management tools (Data Loader, DemandTools, etc.) required
• Working knowledge of Team Foundation Server for bug tracking
• 2+ years hands on experience with Jenkins / GitLab
• Salesforce.com Certified Administrator certification
• Experience with understanding and resolving client/PC side browser/configuration problems.
• Strong self-starter and ability to work independently.
• Strong experience with troubleshooting applications.
• Possess strong problem solving and analytical skills.
• Strong written and verbal communication skills.
• Excellent organizational and interpersonal skills.
• Read, write and speaks fluent English.

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways