Service Management - Analyst, Global Public Sector, Early Talent

TITLE: Service Management - Analyst, Global Public Sector

The Experience

Salesforce Global Public Sector is now our fastest growing industry business at scale, growing 80% year over year. We help organizations modernize their operations, strengthen trust, and deliver mission-critical outcomes with the power of the #1 AI CRM.

Behind that growth is an equally important opportunity to transform how our own Public Sector teams operate. We build secure, scalable, and compliant solutions that enable Salesforce teams across Sales, Professional Services, and Customer Success to serve highly regulated customers with greater speed, confidence, and efficiency, while creating a trusted digital foundation for continued growth.

We are seeking a Service Management Analyst to help build the next generation of AI-powered engineering. Join our AI-native team as an early-career service manager to solve real production challenges, build intelligent automation and strengthen system reliability.

With hands-on guidance from a senior mentor, you'll combine AI-assisted investigational skills with production support experience to grow into broader product or technical roles.

You'll investigate support cases, troubleshoot production issues and participate in support rotations—gaining firsthand insight into how complex systems work and where they can improve. Your mandate goes beyond resolving individual issues: you'll adopt and nurture AI-assisted solutions that eliminate recurring manual work and prevent problems from returning.

Your projects could include agentic case automation, trend analysis, automated access workflows, technical knowledge retrieval, log analysis and system hardening. You'll have the opportunities to own improvements from identifying the problem to measuring the result. It's a chance to learn through practical ownership, deliver meaningful improvements and build a foundation for a successful support & services career.

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.

What You'll Actually Be Doing

• Production Support & Monitoring
• Monitor daily batch jobs, system health dashboards, and application alerts to catch and address anomalies before they impact end-users.
• Incident & Problem Management
• 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.
• Application Lifecycle & Service Management
• 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.
• Ticket & Request Handling
• Manage service request fulfillment, user access coordination, and vendor-escalated support tickets within established SLAs.
• Support Production Deployments
• Tools & Automations
• 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.
• Cross-Functional Collaboration
• Act as an operational touchpoint between site IT, software engineering teams, and external third-party software vendors.
• Reporting & Documentation
• Compile operational KPI reports, update runbooks and knowledge-base articles, and document recurring system anomalies or process gaps.

You're Our Person If...

• 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.

Even Better If...

• 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

The Service Management Analyst serves as an individual contributor within the operations and service management team. This role monitors core applications, resolves or escalates production incidents, tracks Service Level Agreements (SLAs), and supports continuous operational improvement.

You will work closely with engineering, vendor partners, and business stakeholders to ensure application stability, data integrity, smooth incident workflows and standards.

We welcome evidence of your skills from internships, coursework, personal projects, open-source contributions or professional experience. The scope and independence expected will reflect the level of the role.