Senior Operations Support Analyst

Job Description
Position Overview:

Seeking a skilled Client Support Analyst with strong problem-solving abilities and expertise across Client platform and MuleSoft integration solutions. This role provides expert-level support to internal users while ensuring optimal system performance and seamless enterprise integrations.

Key Responsibilities:

• Technical Support: Serve as primary contact for complex Client and MuleSoft issues; diagnose, triage, and resolve incidents within SLAs while documenting solutions

• Platform Administration: Manage user accounts, profiles, roles, permissions, custom objects, fields, and validation rules; conduct system audits and optimize performance

• MuleSoft Integration Support: Troubleshoot Anypoint Platform integrations, monitor API health, resolve connectivity issues, and ensure data synchronization across systems

• Client Ecosystem Management: Support Sales Cloud, Service Cloud, and Experience Cloud; troubleshoot automation tools (Process Builder, Flow, Workflows); maintain reports and dashboards

• Collaboration: Partner with business users and development teams; translate technical concepts; participate in release management and testing

• Continuous Improvement: Identify process optimization opportunities; stay current with Client releases; recommend best practices; contribute to documentation and training

Required Qualifications:

Experience: 5-8 years in Client administration and support with MuleSoft integration experience

Technical Skills:

• Strong Client administration proficiency (security model, data management, customization)

• Working knowledge of MuleSoft Anypoint Platform and API management

• Experience with SOQL, Data Loader, REST/SOAP APIs

• Basic understanding of Apex and Visualforce for troubleshooting

• Familiarity with version control and change management

Core Competencies:

• Exceptional analytical and problem-solving abilities

• Excellent communication skills with ability to explain technical concepts to diverse audiences

• Strong attention to detail and ability to manage multiple priorities

• Customer-service oriented with collaborative mindset

Preferred Qualifications:

• Client Administrator certification (ADM 201)

• Additional certifications: Platform App Builder, Service Cloud Consultant, MuleSoft Developer

• Experience with Einstein Analytics, Agile/Scrum, and DevOps practices

Working Conditions:

Occasional after-hours support for critical issues and release deployments; schedule flexibility required based on business needs.