Analyst, Global Public Sector, Early Talent
Salesforce
This job at a glance
- Who can apply
- New grads and up to 1 year
- Must know
- OperationsStakeholder managementData visualizationIncident responseTroubleshootingWindows
- Work
- On-site in Indianapolis
- Pay
- Not stated by the employer.
- Skill demand
- Operations41%Stakeholder management31%Data visualization8%Incident response3%of 100 similar entry-level jobs posted in the US this week
- Listed
- Nov 3, 2026 · still open
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About the Role
The Service Management Analyst will serve as an individual contributor within the operations and service management team. This role will monitor core applications, resolve or escalate production incidents, track Service Level Agreements (SLAs), and support continuous operational improvement. The Analyst will work closely with engineering, vendor partners, and business stakeholders to ensure application stability, data integrity, smooth incident workflows, and adherence to standards.
Key Responsibilities
- Production Support & Monitoring: Monitor daily batch jobs, system health dashboards, and application alerts to identify and address anomalies before they impact end-users.
- Incident & Problem Management:
- Participate in incident response and scheduled support or on-call rotations.
- 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 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 to help classify cases, retrieve relevant knowledge, and execute approved actions with appropriate safeguards.
- Assist in training 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.
Requirements & Tech Stack
- 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.
- Willingness to work swing shifts and participate in PagerDuty on-call rotation.
- An ability to investigate problems using logs, error messages, and system behavior.
- Clear communication and a collaborative approach.
- A self-starter willing to learn new technologies (Mulesoft, AI, Agentforce).
- Ability to engage with self-awareness 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.
- Must be a U.S. Citizen operating on U.S. Soil with the ability to meet customer and government screening standards, including a Criminal Justice Information Services screening with fingerprint scan.
- Citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL ID Driver's License, Global Entry Card, U.S. Government CAC/PIV.
Qualifications
- At least one internship or some industry experience.
- Willingness to ask questions and learn from feedback.
- A Salesforce trailblazer who thrives on working in a fast-paced environment.
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.
- 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.
- Comfort with operational, on-call work.