Job
Description
Black Duck Software, Inc. is dedicated to assisting organizations in building secure, high-quality software to minimize risks and enhance speed and productivity. As a recognized leader in application security, Black Duck offers SAST, SCA, and DAST solutions that empower teams to efficiently identify and resolve vulnerabilities and defects in both proprietary code and open source components. By leveraging a combination of cutting-edge tools, services, and expertise, Black Duck enables organizations to optimize security and quality in DevSecOps and throughout the software development life cycle. We are currently looking for a proficient and experienced SFDC Certified Administrator & Production Support to join our team. In this role, your primary responsibility will be to deliver top-notch support to end-users by troubleshooting issues, maintaining system integrity, and collaborating with stakeholders to address operational challenges related to Black Duck's core enterprise applications. While this position is not focused on development, it necessitates hands-on proficiency in Salesforce and NetSuite applications, problem-solving abilities, and effective communication skills. As a member of the Enterprise applications team, you will have the opportunity to work in a collaborative and innovative environment where your contributions will directly impact global business operations. **Role Responsibilities:** **Application Support & Troubleshooting:** - Serve as a Tier 2 support resource for resolving escalated issues with Enterprise Applications including Salesforce (SFDC), Boomi, and NetSuite applications. - Debug and troubleshoot Salesforce Flows, Apex code, and other configurations to pinpoint and resolve root causes of issues. - Collaborate with multiple development teams to address and resolve production issues related to system integration, including troubleshooting complex challenges involving REST API, system permissions, and other integration components. **SQL & Database Troubleshooting:** - Write and analyze complex SQL and SOQL queries to identify data inconsistencies or issues. - Possess a strong understanding of relational databases and data models in Salesforce, NetSuite, and other integrated applications. **NetSuite Administration & Support:** - Provide support for NetSuite UI issues and perform general administrative tasks. - Troubleshoot integration or data discrepancies related to NetSuite. **System Administration:** - Install and manage SFDC packages, perform data imports/exports, and configure system settings. - Analyze integration failures and data exchange issues. - Support ongoing Salesforce administration tasks such as updating user permissions and creating new users. **Customer & Stakeholder Communication:** - Act as the main point of contact for business users, ensuring clear and effective communication regarding issue resolution. - Explain technical issues in a non-technical manner to business users. - Manage end users" expectations to ensure high customer satisfaction. **Documentation:** - Create detailed user stories in Jira to facilitate efficient issue resolution by the development team. - Maintain comprehensive documentation for troubleshooting processes, known issues, and resolutions. **Required Qualifications:** - Prior experience in customer service or helpdesk support. - Excellent verbal and written communication skills to interact effectively with business users and technical teams. - Ability to manage SLAs, track tickets, and ensure timely issue resolution. - Strong analytical skills to troubleshoot and debug production issues efficiently. - SFDC Administrator Certification is mandatory. - Proficiency in Salesforce administration, APEX code, and SFDC data structures. - Ability to write and analyze complex SQL queries and understand relational databases. - Expertise in SFDC Flow Automation. - Familiarity with REST API concepts. - Extensive knowledge of Salesforce Communities and their configuration. - Experience working with Jira or similar tools for creating detailed user stories. **Preferred Qualifications:** - Experience supporting enterprise-level applications in a fast-paced environment. - Platform Developer Certification. - Experience working with CPQ. - Familiarity with NetSuite, including basic navigation and key functionality. - Understanding of ServiceNow or similar IT service management tools for incident tracking. Join Black Duck Software, Inc. and be a part of our dynamic team where your expertise will make a significant impact on our global business operations.,
