Package Specialist-Salesforce Functional Operations

Introduction

Embark on a rewarding career with IBM Consulting, where building enduring client relationships and fostering global collaboration are at the core. You will partner with top-tier companies across various industries, guiding them through their hybrid cloud and AI transformation journeys. Supported by strategic alliances, cutting-edge IBM technology, and Red Hat solutions, you will be equipped to deliver impactful, innovative solutions that drive substantial client success. At IBM Consulting, a culture of curiosity fuels innovation. We encourage you to challenge conventional thinking, explore emerging ideas, and develop creative solutions that generate tangible results. Our growth-oriented and empathetic environment prioritizes your long-term professional development while valuing your unique skills and experiences.

Your Role and Responsibilities

As a Package Specialist specializing in Salesforce Functional Operations, you will deliver comprehensive application support to ensure optimal performance and resolve intricate issues. Your role involves collaborating with stakeholders, analyzing complex problems, and implementing effective solutions to improve application functionality and user satisfaction.

Your Primary Responsibilities Will Include

• Issue Analysis and Resolution: Conduct thorough analysis of issues beyond the scope of the L1.5 team, providing detailed functional insights, and proactively shifting incidents and requests to support the L1.5 team.
• Problem Management: Execute problem management activities by identifying root causes of application errors and applying break fixes to maintain faultless application operations.
• Application Functionality Enhancement: Implement minor enhancements such as report modifications and data updates in objects, based on client requests and impact assessments.
• Stakeholder Engagement: Act as the support team representative to stakeholders by delivering performance metrics, ensuring SLA adherence, and managing stakeholder relationships to map processes and use cases effectively.
• Application Improvement Initiatives: Recognize opportunities for productivity enhancements, support automation of use cases, and focus on improving application health by reducing technical debt and enhancing code quality.

Preferred Education

Master's Degree

Required Technical and Professional Skills

• Salesforce Application Support: Proven experience in providing comprehensive analysis and resolution of complex Salesforce application issues, with a focus on seamless functionality and stakeholder collaboration.
• Problem Management Expertise: Demonstrated ability to perform problem management tasks, identify root causes of application errors, and implement break fixes to ensure reliable application performance.
• Salesforce Configuration: Experience in executing minor enhancements such as report adjustments and data modifications within objects, based on client requests and impact evaluations.
• Stakeholder Communication: Skilled in representing support functions to stakeholders, delivering performance metrics, ensuring SLA compliance, and managing stakeholder relationships to map processes and use cases.
• Technical Analysis: Capable of conducting detailed analyses of software application functionality, including impact and gap analysis, to drive improvements.

Preferred Technical and Professional Experience

• Salesforce and Third-Party Product Knowledge: Familiarity with Salesforce ecosystems and third-party integrations, understanding their interactions and impact on application performance.
• Code Quality and Technical Debt Management: Experience contributing to code quality initiatives, reducing technical debt, and increasing code coverage to enhance application robustness.
• Automation and Process Mapping: Exposure to automating use cases and mapping processes to improve application health, efficiency, and productivity.