The Role
The position involves the analysis and follow‑up of functional and technical incidents, review of end‑to‑end flows (lead‑to‑cash and customer lifecycle), validation of integrations, evaluation of Salesforce configurations, and identification of deviations in the behavior of campaigns, commercial processes, and service operations. It also requires constant coordination with marketing, sales, customer service, developers, integrators, and key users to ensure that implemented solutions meet business requirements and comply with IT guidelines.

The Salesforce Specialist actively participates in documentation, functional testing execution (SIT/UAT), release support, change validation, and post‑implementation stabilization, also contributing to continuous improvement initiatives to ensure Salesforce platforms operate in accordance with corporate standards, best practices, and governance models.

This role requires strong technical‑functional judgment, a comprehensive understanding of marketing, sales, and service processes, structured analytical skills,



and clear communication with all involved areas to facilitate diagnostics, problem resolution, and decision‑making based on accurate information.

1. Incident and Request Management in the AMS Environment
- Analyze, diagnose, and resolve functional and technical incidents related to Salesforce Marketing Cloud, Sales Cloud, and Service Cloud, ensuring service stability and continuity.
- Address business requests from marketing, sales, and customer experience teams, assessing impact and proposing solutions aligned with the operating model.
- Provide support for Lead Management and Opportunity Management processes, ensuring correct configuration and functionality.
- Verify the proper flow of information between Salesforce, databases, and external systems, identifying deviations and coordinating corrective actions.
- Manage tickets according to priority, impact, and response time criteria defined by the AMS service.

📌 Salesforce Technical‑Functional Analyst (Ciudad de México)
🏢 Kyndryl
📍 Ciudad de México