Salesforce Functional Application Support Analyst

Key Responsibilities:

• Provide bilingual functional support (Japanese/English) for Salesforce (SFDC), Apttus, and Japan-local applications.

• Serve as the first point of contact (FPOC) for user tickets and service requests.

• Troubleshoot functional and application-level issues, performing root cause analysis.

• Maintain operational documentation, configuration templates, and user guides.

• Support Opportunity Management, Quotes, Agreements, and ServiceMax MSA modules.

• Manage Contractual Forms Documents (CFDs) for the equipment business.

• Oversee data patching, batch jobs, and MSA renewal automation tasks.

• Coordinate with L2/L3 teams to resolve complex issues and drive improvements.

• Provide localized support for Japan-specific tools (QMI Sheet, POS Reports, FX, BFE).

• Analyze recurring issues and suggest process/system optimization opportunities.

Required Skills & Experience:

• Technical & Functional Skills:

  • Strong knowledge of Salesforce (SFDC), ServiceMax, and Apttus (CPQ/EQ).

  • Experience supporting Japan-local tools or custom business applications.

  • Ability to manage KTLO activities, data validations, and functional troubleshooting.

  • Exposure to reporting tools and batch job schedulers.

• Business & Communication Skills:

  • Strong documentation and analytical abilities.

  • Excellent bilingual communication (Japanese/English) skills.

  • Understanding of Japanese business culture, compliance, and local workflows.

  • Effective coordination with cross-functional and offshore teams.

Nice to Have:

• Experience supporting Japanese markets or multi-country Salesforce environments.

• Knowledge of CFD (Contract Form Document) templates and legal documentation.

• Familiarity with renewal automation or quote process optimization.

• Experience working in cross-shore models (Japan–China or Japan–India).