IT Product Support- Salesforce

Job Profile Description

• Investigates, diagnoses, and resolves complex application issues, works with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate.
• Provides users with best practice communications, guidance, and other appropriate support until tickets are resolved.
• Carries out application management, including monitoring and maintenance (installation, configuration, administration) of applications and services.
• Provides first-line DBA tasks; scheme manipulations, ad-hoc database research and reporting.
• Performs complex and challenging troubleshooting activities to resolve issues reported by users, as well as troubleshoot system-triggered alerts and triage complex issues to the appropriate technology groups.
• Answers questions relating to application security and configuration in area of technical expertise.
• Supports business critical applications; ensures monitoring is in place, identifies and reports on service issues, and formulates proposals for problem resolutions and/or improvements.
• Ensures all relevant implementation, support, and change management processes are adhered to (i.e. Software Development Lifecycle and Change Management.
• Provides on-call support for business critical applications during non-core hours.
• Ensures CA is updated with Server Changes, Application Changes, and contains accurate/up to date information.
• Arranges communication on software/hardware issues and resolution updates; Provides service reports management summary.
• Assigns, coordinates, and manages ticket assignment with DBAs and development team

Role & Responsibilities:

• Support the design, implementation, and ongoing support of the platform.
• Be responsible for maintenance, configuration and troubleshooting of the FinancialForce (Certinia) modules, end user work request, incident tickets, process changes, and regular system maintenance.
• Maintain and administer user access, security settings, application configuration, maintenance, and improvement of our FinancialForce (Certinia) tool.
• Work with the various Business segments and technology teams to develop and implement new business processes within FinancialForce (Certinia).
• Customize FinancialForce (Certinia) to fit business needs, with the ability to create custom objects, fields, and formulas.
• Actively identify and implement process improvements within the FinancialForce (Certinia) platform.
• Keep abreast of new FinancialForce (Certinia) features and functionality, providing recommendations for process improvements.
• Provide training, documentation, and assistance to users on the FinancialForce (Certinia) functionality.
• Ensure system integrity and security, manage user roles and profiles, and perform regular system audits.
• Upgrade and configure FinancialForce (Certinia) for optimal performance and integrations.
• Creating and maintaining reports and dashboards customizations.

Skill Set

• Bachelor's degree required - Computer Science, Computer Information Systems, other majors to be considered on an individual basis.
• Salesforce Admin and Platform App Builder Certifications required.
• Ability to apply best business practices for Salesforce/FinancialForce configuration changes.
• Experience working independently and collaboratively as part of a team.
• 3-5 years of direct experience in administration including user management, security protocols, data management, and the creation of roles, profiles, permission sets, data loading tools.
• Strong proficiency in configuration setup. Hands on experience in customizing Salesforce to meet specific business objectives, automating processes using tools like Flow, Lightning App Builder.
• Adept at resolving issues and thoroughly documenting necessary requirements.
• Strong problem-solving skills with the ability to provide optimal solutions.
• Excellent verbal and written communication skills.

Additional Info

• Certinia Certification
• Experience working in Agile methodology, applying Agile principles and practices.
• SQL scripting or similar scripting capabilities.
• Experience debugging Flows
• Prioritizing user satisfaction by understanding their needs, providing solutions that enhance their experience, and offering ongoing support.
• Ability to analyze data and business processes to provide insights and recommendations for improvement