Salesforce Technical‑Functional Analyst - AMS

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, sa...