Job Summary

This role is responsible for researching, designing, and developing operational support services for business applications and information systems, aligning with organizational IT process methodology. The role involves collaborating within IT technical teams, leading small teams when necessary, and deploying infrastructure or services guided by senior technologists. The role prioritizes support services and analyzes business requirements, configures software, implements solutions, conducts testing, and maintains applications and infrastructure. The role also requires advanced technical knowledge to manage and administer complex infrastructure or software platforms, serving as an incident life cycle coordinator and addressing complex issues.

Responsibilities

• Designs and administers user roles, permissions, hierarchy, workflows and reports in Salesforce.com

• Responsible for feature, function and module deployment for the development release cycle

• Deploys end-user or enterprise infrastructure, applications, or services of moderate complexity in alignment with guidance from senior technologists, supporting more intricate solutions.

• Researches, designs, and develops operational support services for both existing and new business applications and information system solutions, integrating technical and business requirements in alignment with established organizational IT process methodology.

• Identifies, develops, and prioritizes support services based on business criticality, encompassing both third-party software and internally developed applications and infrastructure.

• Collaborates as a valued member of one or more IT technical teams and leads a small team of support engineers or applications specialists, whenever required.

• Analyzes business requirements, configures third-party software, implements infrastructure solutions, creates comprehensive documentation, conducts testing, and maintains applications, infrastructure, and information systems.

• Applies advanced technical knowledge to proficiently manage and administer infrastructure or software platforms and user groups characterized by moderate to high complexity.

• Assumes the role of an incident life cycle coordinator or service delivery lead to deliver resolutions for complex issues.

• Identifies potential escalations and proactively communicates them to the management, leading escalation through L4.

• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.

• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

• Collaborates as a valued member of one or more IT technical teams and leads a small team of support engineers or applications specialists, whenever required.

Education & Experience Recommended

• Four-year or Graduate Degree in Information Systems, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 4-7 years of work experience, preferably in project management, production support of information technology (IT) services, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications

• ITIL Certifications Knowledge & Skills

• Solid Salesforce Sales knowledge, deep understanding and experience using and customizing Salesforce.

• 6 months of Salesforce development experience in Apex, LWC, Visualforce, and JavaScript.

• Familiar with SFDX, GitHub or other version control software, and Visual Studio Code.

• Experience acting in a self-directed/self-reliant capacity in order to “figure it out” with little direction and supervision.

• Proactive problem solver and ability to take initiative.

• Process-oriented and a strong attention to details.

• Strong curiosity, communication and analytical skills.

Beneficial Skills:

• Salesforce Certified Platform Developer I.

• Additional Salesforce certifications, e.g. Certified Salesforce Administrator, Certified Platform App Builder, Certified JavaScript Developer.

• Demonstrates continued personal/professional development.

• Proficiency in HTML, JSON/XML, JavaScript, SQL/SOQL, Java/OOP, Python.

• Salesforce Certified Administrator
• Salesforce Certified Platform App Builder

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity Impact & Scope

• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Complexity

• Responds to moderately complex issues within established guidelines.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management