Senior Salesforce Production Support Engineer – CRM, BPM & Application Operations

Senior Salesforce Production Support Engineer – CRM, BPM & Application Operations Skills Required

• As a Senior Software Engineer and a member of the Application Operations Service and Quality Engineering – Customer Relationship Management and Business Process Management (AOSQE CRM BPM) Production Support Team, utilize knowledge of technology, processes, products, people, and quality concepts.
• Ability to work and communicate directly with business partners in business terms with minimal supervision.
• Demonstrate initiative, accept responsibility, and be accountable for results.

Key Responsibilities

• Support the Salesforce.com platform and the back-end administration applications used to support its functionality.
• Provide critical day-to-day technical and process support for the Salesforce.com platform.
• Work with business and technical teams to ensure technology and process solutions meet business needs.
• Support multiple business units with client interaction and automation applications.
• Provide ongoing production support, including:
• Problem analysis
• Issue resolution
• Escalation
• Reporting
• Review and analyze issues independently.
• Work with Agile delivery teams and technical support partners to understand and resolve issues raised by business teams.
• Collaborate with vendors to provide solutions, resolve problems, and maintain environment stability.
• Document business issues and the corresponding solutions provided.
• Define and ensure requirements for transition to support, including:
• Data
• Workflow
• Logical processes
• Interface design
• Internal and external checks
• Controls
• Inputs
• Outputs