Associate Analyst, Business Systems, Salesforce L2 Support

Edwards Lifesciences is the leading global structural heart innovation company driven by a passion to improve patient lives. Through breakthrough technologies world-class evidence and partnerships with clinicians and healthcare stakeholders our employees are inspired by our patient-focused culture to deliver life-changing innovations to those who need them most.

Innovation starts from the heart. At Edwards Lifesciences were dedicated to developing ground-breaking technologies with a genuine impact on patients lives. At the core of this commitment is our investment in cutting-edge information technology. This supports our innovation and collaboration on a global scale enabling our diverse teams to optimize both efficiency and success. As part of our IT team your expertise and commitment will help facilitate our patient-focused mission by developing and enhancing technological solutions.

Edwards Lifesciences is seeking a Salesforce L2 Support Analyst / Junior Salesforce Administrator to support businesscritical Salesforce applications in a regulated global environment. This role focuses on production support system administration incident resolution and operational stability while also contributing to minor enhancements and continuous improvement initiatives. This role is suitable for a certified junior Salesforce professional looking to grow within enterprise IT operations and platform administration.

This position is an onsite role and will be based in Pune India.

How you will make an impact:

Provide Level 2 (L2) support for Salesforce production environments ensuring system stability and timely resolution of incidents and service requests

Act as a functional and technical point of contact for Salesforcerelated issues escalated from L1 support or business users

Perform Salesforce administrative activities including:

- User and access management

- Profiles roles permission sets

- Basic configuration (fields page layouts validation rules flows)

Troubleshoot issues related to Salesforce configuration integrations and data quality

Support release and deployment activities in collaboration with Tech Leads QA and Release Management

Participate in UAT support defect triage and postdeployment validation

Maintain and update system documentation operational procedures and knowledge articles

Ensure compliance with internal IT standards change management and validation processes

Identify recurring issues and propose operational and process improvements

What you will need (Required):
Salesforce Administrator Certification (ADM201)

Bachelors degree in Computer Science Information Systems or a related field (or equivalent experience)

13 years of experience in:

- Salesforce administration support or CRM operations

- L2 application support in an enterprise environment

Solid understanding of:

- Salesforce core objects and data model

- Security model (profiles roles permission sets)

- Basic automation (Flows validation rules)

What else we look for (Preferred):

Experience working in a global matrixed IT organization

Familiarity with ITSM tools (e.g. ServiceNow Jira)

Exposure to regulated environments (GxP FDA SOX or similar) is a plus

Strong analytical and problemsolving skills

Ability to communicate clearly with both technical and nontechnical stakeholders

Willingness to follow structured processes while continuously improving them

Ability to work independently while collaborating effectively within a distributed team

Additional certifications are preferred:

Salesforce Advanced Administrator

Salesforce Platform App Builder

ITIL Foundation (or working knowledge of ITSM processes)

Salesforce Service Cloud Consultant

This role is critical to ensuring the reliability compliance and usability of Salesforce within Edwards Lifesciences. The L2 Support Analyst acts as a stability anchor for the platform enabling business teams to operate efficiently while ensuring IT standards and quality are upheld.