Salesforce Technical‑Functional Analyst - AMS

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role 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. 2. Technical‑Functional Analysis and Process Validation Review and validate the performance of campaigns, journeys, commercial processes, and service operations. Analyze end‑to‑end flows from lead generation through post‑sales support. Validate configurations in Marketing Cloud (Email Studio, Journey Builder, Automation Studio) and their correct integration with Sales and Service Cloud. Identify root causes of failures in campaigns, automations, segmentations, or commercial processes. Document findings, implemented solutions, and functional and technical recommendations, ensuring operational traceability. 3. Coordination within the Salesforce Ecosystem Collaborate with marketing, sales, customer service, and IT teams to manage adjustments, fixes, or enhancements. Coordinate activities with integrators, architects, and data teams when technical interdependencies exist. Follow up on activities derived from analysis until proper implementation is ensured. Ensure alignment between business needs and Salesforce platform capabilities. 4. Data Management, Personalization, and Automation Manage and segment marketing and customer databases. Create and optimize SQL queries and AMPscript scripts for campaign segmentation and personalization. Ensure data quality, consistency, and proper usage across marketing, sales, and service. Optimize automations and journeys to improve operational efficiency and customer experience. 5. Testing, Change, and Release Support Participate in functional testing (SIT/UAT) for new campaigns, processes, or enhancements. Validate configurations and deliverables prior to deployment to production. Provide support during post‑release stabilization, monitoring results, metrics, and process behavior. 6. Analytics, Reporting, and Continuous Improvement Analyze campaign performance, commercial processes, and customer experience results. Develop reports and dashboards to support decision‑making. Identify opportunities for improvement in automation, segmentation, performance, and user experience. Propose continuous optimization initiatives within the AMS service. Required Knowledge and Skills Technical Knowledge Salesforce Marketing Cloud Email Studio, Journey Builder, Automation Studio Campaign segmentation, automation, and personalization Salesforce Sales Cloud Lead Management, Opportunity Management Commercial process configuration Salesforce Service Cloud Customer service and experience process configuration Languages and Scripting SQL AMPscript Data Management Database administration and segmentation Analytics and Reporting Salesforce native analytics tools Collaboration Tools Office, Teams, ticket management tools (Jira, ServiceNow, or similar) Who You Are Soft Skills Problem‑solving and critical analysis. Clear communication with both technical and non‑technical users. Customer‑ and business‑oriented mindset. Collaborative and cross‑functional teamwork. Time management and prioritization of multiple requests. Education Bachelor’s degree or Engineering degree in: Systems Computer Science Information Technology Digital Communication or related fields. Experience Senior Profile: Minimum 5 years of experience with Salesforce Marketing Cloud, Sales Cloud, and/or Service Cloud. Preferred: Experience in AMS or production support environments. Business user support. Participation in Salesforce implementations, enhancements, or migrations. Results‑driven mindset, continuous improvement focus, and self‑management. Language Spanish: Native / Fluent English: Basic Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. What You Can Expect Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.