Senior L1 / L2 Support Specialist

Job Description

Who are we

Fulcrum Digital is an agile and next-generation digital accelerating company providing digital transformation and technology services right from ideation to implementation. These services have applicability across a variety of industries including banking & financial services, insurance, retail, higher education, food, healthcare, and manufacturing.

Job Title : Senior Operations Specialist (L1 / L2 Support – Business Support)

Experience : 6-8 Years

Shift : Night Shift (8 AM to 5 PM EST)

Job Summary :

We are seeking a highly skilled Senior Operations Specialist with 6-8 years of experience to provide L1 / L2 support and business support for our operations team.

Key Responsibilities :

• Provide L1 / L2 support for business users and technical teams.
• Work closely with internal stakeholders to resolve business and operational challenges.
• Analyze system performance, identify bottlenecks, and recommend improvements.
• Respond to incidents, service requests, and technical queries efficiently.
• Coordinate with product vendors and IT teams to escalate and resolve complex issues.
• Maintain proper documentation of issues, resolutions, and troubleshooting processes.
• Conduct training and knowledge-sharing sessions as needed.
• Ensure adherence to SLAs and compliance standards.

Required Skills & Qualifications :

Requirements

Main Activities and Responsibilities : Collaborate with stakeholders across departments to gather and document CRM / business requirements Manage and maintain the Salesforce product backlog in collaboration with Product Owners and project managers Design, develop, test, and deploy custom Salesforce solutions including Apex classes, Visualforce pages, and Lightning Components Translate business needs into technical specifications and scalable Salesforce solutions Conduct system and user acceptance testing (UAT) support Create and maintain technical documentation and user training materials Assist in the prioritization of enhancements and change requests based on stakeholder feedback Ensure platform integrity, security, and alignment with enterprise architecture Provide technical support through LSBU’s Service Management tool Participate in Agile ceremonies (e.g., sprint planning, daily stand-ups, retrospectives) Communication and Working Relationships : Close collaboration with stakeholders across LSBU, including academic departments, IT Services, LEAP Programme Team Work with change managers, functional leads, and implementation partners Partner with end users, support staff, and delivery teams across the University Selection Criteria : Technical Skills : Proven advanced experience with Salesforce CRM (minimum 4 years hands-on) Deep understanding of Salesforce architecture including Apex, Visualforce, SOQL, Lightning Web Components Experience with Salesforce administration tasks including flows, profiles, permissions, and validation rules Proficiency with HTML, JavaScript, and one backend language (Java, C++, etc.) Familiarity with REST / SOAP-based web services and Salesforce APIs Experience with Salesforce integration tools (MuleSoft, Zapier, etc. is a plus) Strong knowledge of Salesforce data tools (Data Loader, Workbench, DemandTools) Version control and DevOps tools (e.g., Git, Gearset, Copado) experience preferred Functional / Analyst Skills : Experience in product backlog grooming and prioritization Ability to gather and document business requirements and translate them into functional specifications Strong understanding of higher education processes and use cases (preferred) Experience working in Agile / Scrum environments Skilled at stakeholder communication and expectation management Able to create user stories, acceptance criteria, and support UAT Desirable Qualifications : Salesforce Certified Platform Developer I / II Salesforce Certified Administrator Salesforce Certified Business Analyst (preferred) Agile certification (Scrum Master or Product Owner role) is a plus