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, we’re 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 business‑critical 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 Salesforce‑related 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 post‑deployment 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 (ADM‑201)

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience)

• 1–3 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 problem‑solving skills

• Ability to communicate clearly with both technical and non‑technical 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.