Salesforce Support - Functional Operations @IBM

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role And Responsibilities

As a functional package specialist-Salesforce you will be providing application support in terms of perform deep analysis of issues not resolvable by L1.5 team, support this team with functional details and shift left of incidents and requests.

Key Responsibilities
 

• Perform Problem Management tasks
• Perform minor enhancement activities like report changes, modifying data in objects based on client requests, and self-assessment of impacts
• Provide guidance to users on application functionality and usage
• Represent support team to stakeholders with metrics and SLA compliance.
• Ensuring application functionality is fault free through break fixes when defects / incidents are reported.
• Establishing the root causes of application errors
• Identify productivity enhancement opportunities and assist in automation of use cases
• Continuous focus on Application Health improvements like Tech Debt reduction, Code Quality improvement, Problem Management, Performance enhancement, Code Coverage increase, License Optimization, etc.
• Performing analyses on software application functionality and making improvements.
• Performing impact analysis and gap analysis.
• Managing stakeholders and users, mapping processes and use cases and analyzing the business case.
• Performing analyses on software application functionality and making improvements
• Work with Salesforce and other third party product owners which could be causing application issues (L4)
   

• Experience in a similar position Salesforce Ecosystem
• Problem solver, customer oriented, ability to analyze, synthesize and make decisions under SLAs
• Strong communication skills
• Teamwork skills, negotiation skills, diplomatic
• Flexibility for travel
• Willing to do on call support
• Salesforce Admin Certification
   

• Prior work with Salesforce in Admin/BA roles
• ITIL Certification

Benefits

• Performance bonus
• Medical subscription
• Dental subscription
• Extra days off
• Flexible work schedule
• Meal vouchers