REF81840V_2025188866 - Consultant - WTS - Salesforce

Job Description

Company Description WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Job Description We are looking for a Salesforce Level 2 (L2) Support Engineer to provide advanced support for our Salesforce platform. You will act as a key escalation point between the L1 support team and Salesforce admin/development teams. Your responsibilities will include troubleshooting user issues, managing configuration changes, ensuring platform stability, and working closely with cross-functional teams to ensure timely and effective resolution of incidents and service requests. Key Responsibilities Respond to and resolve Salesforce issues escalated by L1 support teams within defined SLAs. Perform root cause analysis and resolve functional or technical issues related to Salesforce Sales Cloud, Service Cloud, or other modules. Manage user roles, profiles, permissions, page layouts, and data access requests. Assist in data management tasks including data imports, exports, and deduplication. Work with development/admin teams to escalate and fix bugs, enhancements, and integrations as needed. Maintain documentation related to support procedures, known issues, and resolution steps. Collaborate with Salesforce Admins and Developers to implement minor configuration changes. Monitor platform health and proactively identify potential issues or performance bottlenecks. Ensure adherence to ITSM processes (e.g., incident, change, and problem management). Provide support during Salesforce updates, releases, and integration changes. Required Skills and Qualifications: 3+ years of hands-on experience supporting Salesforce users or administering Salesforce environments. Strong understanding of Salesforce standard objects, custom objects, workflows, validation rules, and security models. Experience with troubleshooting integrations and APIs (e.g., REST, middleware tools). Familiarity with Salesforce reports, dashboards, and data tools (Data Loader, Workbench). Excellent communication and documentation skills. Ability to work collaboratively across teams and handle high-pressure environments. Salesforce Administrator Certification (ADM-201) preferred. Optional /But Beneficial Experience with ITSM tools (e.g., ServiceNow, Jira). Knowledge of Apex, Lightning Components, or Flow. Familiarity with Agile/Scrum methodologies. Prior experience supporting users in a large-scale Salesforce environment. Qualifications Salesforce L2 Support Lead