Salesforce Support Analyst (Service Cloud) | Contract
Be the first Service Cloud expert post a greenfield Salesforce implementation. Our client is going live with Salesforce Service Cloud for its contact centre and are in need of a hands‑on Salesforce Analyst to keep it stable, fix what breaks and help set up a sustainable support model.
This is a 6-month contract with a high chance of extension or conversion to permanent on a fully funded, sponsored and supported project.
The role
Maintain and enhance flows, queues, routing rules, permission sets and reports, and tidy up any setup left from the implementation
Resolve BAU support tickets across email-to-case, Amazon Connect telephony, chat-to-case and Omnichannel routing
Basic Apex and LWC fixes (the build is roughly 90% configuration, 10% code)
Join a weekend on-call roster: be reachable by phone and within 30 minutes of a laptop to triage. It is standby, not a full weekend shift
Recommend improvements and document
Work with the Service Cloud Product Owner, Project BAs, Data Cloud and integration teams and Salesforce
Skills and experience
Robust hands‑on experience as a Salesforce functional analyst, admin or consultant,
with deep Service Cloud configuration skills
Proven experience with case management, email-to-case, Omnichannel routing and queues, and Salesforce flows
Experience supporting a live production Salesforce environment, including incident triage
Enough Apex and LWC knowledge to read code and fix the basics
Clear communication with both technical teams and contact centre staff
Willingness to join a weekend on-call roster
Salesforce certifications are preferred but not mandatory
Nice to have
Amazon Connect or other CTI integrations
Salesforce Data Cloud exposure
Contact centre or retail background
Why should you apply!?
Be the first Service Cloud expert and shape how it is supported for years to come
Fully funded, sponsored and supported project with a high chance of extension or conversion to permanent
Genuinely lovely and down to earth people to work alongside
Work across the contact centre, IT, Data Cloud and integration and get broad exposure across an enterprise organisation
- Applicants must be permanent residents or Australian Citizens.