Salesforce AMS Lead

Overview

On Site
Depends on Experience
Contract - W2
Contract - Independent
Contract - 6 Month(s)
75% Travel
Unable to Provide Sponsorship

Skills

Salesforce
AMS
Application Support
L1/L2/L3
Service Cloud
Sales Cloud
Apex
Visualforce
Lightning
ITIL
Incident Management
Change Management
Process Builder
Flows
Data Migration
API Integrations
Vendor Management
Governance
Dashboards

Job Details

Title: Salesforce AMS Lead
Location: Sunnyvale, CA (Hybrid)
Duration: 6 months (with possibility of extension)
Work Authorization: Only s (USC) and (GC) holders are eligible to apply.

Job Description:
We are seeking a Salesforce AMS Lead to drive application support and maintenance (L1/L2/L3) for Salesforce environments. The ideal candidate will ensure system stability, SLA compliance, and operational excellence while leading cross-functional teams and managing external vendors.

Responsibilities:

  • Lead Salesforce application support and ensure SLA compliance.

  • Act as primary service owner for system stability, availability, and compliance.

  • Implement ITIL processes: Incident, Problem, Change, Release, Knowledge Management.

  • Serve as escalation point for issues/outages; coordinate resolution with stakeholders.

  • Develop proactive monitoring, dashboards, and governance reports; provide executive updates on system health and performance.

  • Collaborate with project/development teams for smooth handovers from implementation to support.

  • Identify recurring issues, automate tasks, maintain knowledge base, and drive service improvements.

  • Manage relationships with external vendors to ensure quality delivery.

  • Provide end-user support, configuration assistance, troubleshooting, and training.

  • Maintain process, configuration, and customization documentation; implement Salesforce best practices.

  • Coordinate internal and vendor teams for seamless Salesforce integration flows.

Qualifications:

  • 7–8 years of direct Salesforce application support experience.

  • Deep expertise in Sales and Service Cloud, Salesforce objects, data models, workflows, Apex, Visualforce, Lightning, and integration patterns.

  • Strong AMS skills including incident, problem, change, release, and knowledge management.

  • Experience in major incident handling, root cause analysis, dashboards, and governance reporting.

  • Proficiency in Flows, Process Builder, and automation initiatives.

  • Skilled in data migration, data management, security practices, and API-based integrations.

  • Strong documentation and user training capabilities.

  • Excellent stakeholder management (including CXO-level), team leadership, coaching, and vendor management.

Certifications:

  • Salesforce Administrator certification preferred.

  • Advanced Admin and Platform certifications are a plus.

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About Wise Skulls Corp.