Law: salesforce support analyst

Tuesday, December 22, 2015

salesforce support analyst

hi,

this is abhinov from dewsoftech. we have a position for salesforce support analyst in allentown,. please drop your profiles to abhinov@dewsoftech.com or abhinovd@gmail.com

Position: Salesforce Support Analyst

Location: Allentown, PA

Duration: 12+ months

Interview: Phone + Skype

Position Description/Responsibilities:

This position will support the operation and enterprise expansion of a Salesforce.com CRM implementation at a Manufacturing organization. Support includes responding and resolving user questions, analysis and resolution of production problems, application configuration, and minor application enhancements. In addition, the position will provide back/cross-over support for other commercial and in-house applications that are part of a legacy application portfolio. Finally, the position will drive the expansion of salesforce.com support capabilities off-shore. The position will be part of an integrated on-shore / off-shore team of 8 professionals providing Managed Maintenance support for a broad series of client legacy applications.

Responsibilities

Provide user (call) support, break-fix (incident) resolution, application configuration and minor enhancements for Salesforce.com.
Serve as a technical point of contact for salesforce.com
Lead the effort to expand off-shore salesforce.com support capabilities
Develop and customize SQL queries support end-user reporting needs and configuration of quality measurement gauges
Assist in the Implement and grant security configurations support the access needs of users
Creates and maintain system and functional requirements, including business rules, for in-scope enhancements
Actively participate in the transition of application and domain knowledge from existing resources, completing various Application Knowledge Capture (AKC) documents and tools provided.
Maintain application documentation and information contained in the AKC repositories developed during transition.
Develop quality and testing plans supporting application configuration changes and implementation of new application releases and migration components.
Analyze data contained in various applications and data sources including legacy products, SQL Server databases, and flat files
Research system issues, perform cross-application and root cause analysis
Develop and maintain good working relationships with all client stakeholders
Participate in the analysis, design and documentation of solutions, enhancements and projects to which the team will be assigned
Performs other duties as assigned

EOE

Position Requirements/Technical Skills:

Required Skills

Bachelor's degree.
Minimum 5 years' prior support experience with the Salesforce.com platform, preferably in a Manufacturing/Quality/Compliance context
SQL Skills (MS- SQL preferred)
Familiarity with Problem and Incident Management
JavaScript / Other scripting experience
Strong focus on customer service and support with a desire to deliver a high quality service
Highly motivated, energetic, thorough, detail-oriented, with ability to multi-task effectively.
Adaptable and flexible to business demands
Proven ability to communicate effectively with all organizational levels and departments
Excellent interpersonal, communication and customer service skills
Extensive problem solving and debugging skills
Experience working in a structured environment with emphasis on process, security and change control
Strong Analytical, problem-solving and critical thinking skills
Ability to Multi-task and balance multiple, potentially competing priorities
Strong attention to detail and an orientation towards processes and procedures
Demonstrated experience with current systems analysis principles
Understanding of the Software Development Life Cycle (SDLC)
Knowledge of Project Management Fundamentals
Excellent skills in MS Office Tools (Power Point, Word, Excel, Visio)