Job description:

 

This position will oversee exceptional technical support services for internal employees and subcontractors utilizing Salesforce platform. Responsibilities for this position will require practical experience using and administering the Salesforce platform.

The Production Support Lead must have experience running a professional support desk with defined service level agreements. The candidate must have a strong understanding of Salesforce user provisioning, permission setup, licensing, data loader and report writing. The individual in this role will be expected to understand high level workflows.

 

Responsibilities:

1. Help architecting and establishing a Salesforce Support Team / Prod Support Processes and workflows / Ochestrate them on SFDC and ITSM platform.
2. Triage and resolve Level 1 & Level 2 Salesforce incidents raised by end users.
3. Develop and adhere to service level agreements configured in the company Service Desk portal.
4. Manage support team, assign incidents, run collaborative daily standups to resolve difficult issues.
5. Collaborate with end users to understand reported incidents and error codes; provide troubleshooting assistance with timely and relevant updates.
6. Where applicable, escalate issues to the IT Business Solutions development team, Salesforce Support, managed package vendors and third-party consultants; follow issue to resolution and close.
7. Coordinate across multiple internal teams if an incident relates to non-Salesforce components.
8. Develop, analyze and report bi-weekly on production support metrics.
9. Improve and maintain Salesforce production support workflows and procedures.
10. Manage user provisioning, permission set up and licensing in Salesforce.
11. Run approved data imports using tools like data loader, workbench, data import wizard, etc.
12. Develop operational decision support components in Salesforce including dashboards, reports and list views.
13. Create artifacts and solution base for repeated incidents; identify patterns that warrant enhancements.
14. Create backlog items to track product defects.

Qualifications

1. Experience developing ticketing system workflows and SLAs
2. Hands on Salesforce administration experience (Salesforce Lightning)
3. Familiarity with SaaS application configuration, database concepts and data management
4. Ability to multi-task and perform effectively under pressure
5. ITIL certification preferred

About us:

At Cloudely, we work with a single mission: Transform the way clients experience Product & Implementation, Development, and Support. Growth is a journey and never a destination. We are constantly thriving to grow in gaining the trust of clients globally in offering services across Salesforce, Oracle, Robotic Process Automation, DevOps, Web, and Mobile Programming to name a few. And we are just getting started!

We have fabulous opportunities for you to grow along with us! 

At Cloudely, you will get what you are looking for: the scope to learn, prove and grow. 

The way to your dream job and organization is just a click away.

Share your resume at [email protected]. To know more about us, please visit www.cloudely.com.