Senior Service Desk Analyst (Salesforce)

TL;DR

Senior Service Desk Analyst (Salesforce): Providing ITSM technical support for a large-scale enterprise environment with an accent on AWS Connect and Salesforce Service Cloud Voice. Focus on troubleshooting hardware and software issues, ensuring SLA compliance, and supporting ITIL-based service management processes.

Location: Sacramento, California

Salary: $65,000

Company

hirify.global is a professional services firm providing consulting, technology, and compliance solutions to public and private sectors.

What you will do

• Provide ITSM technical support for a large-scale enterprise service desk environment.
• Utilize AWS Connect and Salesforce Service Cloud Voice to manage incidents, service requests, and customer interactions.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Monitor and prioritize tickets to ensure timely resolution and SLA compliance.
• Maintain accurate documentation, knowledge articles, and ticket records.
• Support continuous improvement initiatives and ITIL-based service management processes.

Requirements

• Minimum 2 years of full-time ITSM technical support experience for enterprise IT organizations supporting 5,000+ end users.
• Minimum 1 year of full-time experience using AWS Connect and Salesforce Service Cloud Voice.
• Current ITIL Certification required.
• Familiarity with agile/scrum methodology.
• Proven ability to lead cross-functional teams.
• Ability to travel as needed.

Culture & Benefits

• Flexible Time Off (FTO) policy activated from the first day of employment.
• Comprehensive wellness program with rewards and gift cards.
• Health, dental, vision, life, and accident/death/disability insurance options.
• 401(k) with employer contributions and HSA employer contribution.
• Paid Parental Bonding Leave and tuition reimbursement.
• FORCE community volunteer program providing paid time for local community impact.