Associate Senior Client Server Software Analyst

Description

(Skills/Knowledge/Experience/Qualifications)

• 4 - 6 years of experience in Salesforce Support/Administration, supporting Sales & Service Cloud
• Must be Salesforce Certified Administrator
• Knowledge of CPQ and DocuSign required
• Excellent User Management skills and other administrative skills
• Strong knowledge of Salesforce platform services, data and security model
• Expertise in Data Tools such as Data loader
• Willingness to work in 24x5 shift and on call support availability
• Bachelor's degree or equivalent
• Salesforce Administrator knowledge
• Salesforce Lightning
• Process Builder, Workflows, Validations etc.
• User Management, Roles, Profiles, Sharing Rules and other security concepts
• Data Tools such as Data loader
• Strong communication skills
• Attention to details
  

Key Position Details (Responsibilities)

• Examine SFDC error and debug logs to conduct RCA for issues
• Look at the login history table to spot any user lockouts, excessive login errors, and unexpected IP addresses.
• Resolve Salesforce issue tickets and actively participate in Outage bridge meetings
• Provide great customer service for users across the organization in response to reported issues in the production environment
• Incident and service request ticket creation, updating and closure. Familiarity with an incident tracking application such as HP Service Manager
• Phone support skills for interactions with internal and external customers when needed
• Ability to handle multiple priorities and adjust workflow accordingly, including triaging incidents during shift
• Monitor for alerts, failures or problems. Update daily shift logs. Creation of and transmission of daily and ad hoc reports
• Maintains database tables, manages system configuration, and creates reports and templates
• Creates and run scheduled reports, adhoc reports and customized analytical reports