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)
Highly Desired Skills
- Security administration
- PeopleSoft experience
- Application Knowledge Capture and Transfer experience
Abhinov
Please check our jobs on careers.dewsoftech.com
302-918-6060(M)
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