Salesforce Production Support Analyst

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.
We’re actively seeking a talented Salesforce Production Support Analyst to join our Salesforce Center of Excellence in Newport Beach, CA.

As an entry level Salesforce Production Support Analyst you’ll move Pacific Life, and your career, forward by playing a key role in our growth and long-term success by working closely with our customer base across the Consumer Markets and Workforce Benefits Divisions. You will fill a role that sits within a team of ~25 people in the Salesforce CoE. Your colleagues will include analysts, developers, and fellow Salesforce professionals who support sales, service, and marketing teams across Pacific Life. The long-term expectation of this role is to grow into an Analyst or Development focused position where skills obtained through Production Support will add to the value provided to our Stakeholders.

How you’ll help move us forward:

1. Incident & Case Management

• Serve as the first point of contact for Salesforce production issues, responding to and triaging incoming support requests.
• Perform initial troubleshooting, validate reported issues, and escalate to Level 2/3 support when necessary.
• Resolve routine issues within defined SLAs and maintain clear documentation of root causes and resolutions.
• Participate in recurring Production Support triage and case review meetings to ensure timely progress on open items.

2. User Support & Access Administration

• Assist users with functional inquiries, navigation questions, and basic Salesforce usage problems.
• Execute user account setup, deactivation, and access adjustments in accordance with security and compliance standards.
• Maintain roles, profiles, and permission sets to support business operations with minimal friction.
• Support new‑user onboarding by providing guidance and configuration assistance as needed.

3. Data Quality & Maintenance

• Investigate and correct data discrepancies, missing relationships, or validation issues identified through user reports and monitoring.
• Perform basic data updates, including record type changes, field corrections, and bulk edits when appropriate.
• Assist with data validation and functional checks following deployments, imports, or scheduled data loads.
• Support cross‑team data triage efforts by tracking issue assignments and coordinating with data owners.
• Monitor Salesforce batch jobs, scheduled tasks, and integrations for failure conditions or unexpected behavior.

The experience you bring:

• Ability to work effectively in a team environment.
• Bachelor's Degree in a technical discipline or equivalent work experience
• Excellent communication and documentation skills

What makes you stand out:

• 2 + years experience in Level 1 Production Support/ Customer Support roles
• Previous experience with Salesforce or any comparable CRM application (SAP, Peoplesoft, etc)
• Achieved or in the process of earning Salesforce certifications
• Be highly driven and able to self-manage in a fast-paced environment

You can be who you are.

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife

#LI-KP1

Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.