• Provide Tier 1–2 support for Salesforce and RCA users, including intake, triage, troubleshooting, and resolution of incidents and requests. • Manage and prioritize a ticket queue with adherence to SLAs and clear communication with stakeholders. • Support onboarding/offboarding activities including user setup, licenses, roles, profiles, permission sets, and access governance. • Administer and optimize the security model: roles, profiles, permission sets, sharing rules, queues, public groups, and territories. • Maintain configuration across global processes: page layouts, record types, fields, validation rules, assignment rules, approval processes, and flows. • Maintain organizational hygiene through monitoring, audits, and proactive issue identification. • Support RCA quoting, pricing, contracting/subscriptions, amendments/renewals, and order handoff processes. • Troubleshoot quoting/pricing or contracting issues and partner with RevOps/Sales Ops on enhancements. • Support case lifecycle needs including routing, queues, SLAs/entitlements, macros, quick text, and productivity tools. • Maintain service dashboards and reporting; provide configuration support to operations teams. • Provide operational support for SPIFF workflows tied to compensation, including eligibility, crediting visibility, and user access. • Troubleshoot data or integration issues between Salesforce and SPIFF and support change readiness for comp-related updates. • Ensure all changes follow SOX‑controlled SDLC processes: request → approval → build → test → deploy. • Maintain strong segregation of duties (SoD) and proper role‑based access controls. • Document and maintain change management evidence including approvals, UAT sign‑off, release notes, and deployment validation. • Perform periodic access reviews and support internal/external audits. • Maintain data integrity controls for revenue‑impacting fields and objects. • Support control testing, remediation, and continuous improvement of documentation.