Salesforce Technical‑Functional Analyst - AMS

Who We AreAt 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 RoleThe 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 EnvironmentAnalyze, 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 ValidationReview 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 EcosystemCollaborate 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 AutomationManage 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 SupportParticipate 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 ImprovementAnalyze 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.

Who You AreRequired Knowledge and SkillsTechnical KnowledgeSalesforce Marketing CloudEmail Studio, Journey Builder, Automation StudioCampaign segmentation, automation, and personalizationSalesforce Sales CloudLead Management, Opportunity ManagementCommercial process configurationSalesforce Service CloudCustomer service and experience process configurationLanguages and ScriptingSQLAMPscriptData ManagementDatabase administration and segmentationAnalytics and ReportingSalesforce native analytics toolsCollaboration ToolsOffice, Teams, ticket management tools (Jira, ServiceNow, or similar)Soft SkillsProblem‑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.

EducationBachelor's degree or Engineering degree in:

SystemsComputer ScienceInformation TechnologyDigital Communicationor related fields.

ExperienceSenior 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.

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