Package Specialist-Salesforce Functional Operations

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As a Package Specialist for Salesforce Functional Operations, you will provide in-depth application support, ensuring seamless functionality and resolving complex issues. You will collaborate with stakeholders, analyze problems, and implement solutions to enhance application performance and user experience.

Your Primary Responsibilities Will Include

• Analyze and Resolve Issues: Perform deep analysis of issues not resolvable by L1.5 team, providing functional details and shifting left of incidents and requests to support L1.5 team.
• Problem Management: Perform Problem Management tasks, identifying root causes of application errors and implementing break fixes to ensure fault-free application functionality.
• Enhance Application Functionality: Perform minor enhancement activities, such as report changes and modifying data in objects, based on client requests and self-assessment of impacts.
• Stakeholder Management: Represent the support team to stakeholders, providing metrics and ensuring SLA compliance, and managing stakeholders and users to map processes and use cases.
• Application Improvement: Identify productivity enhancement opportunities and assist in automation of use cases, focusing on Application Health improvements, such as Tech Debt reduction and Code Quality improvement.
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Salesforce Application Support: Experience with providing in-depth analysis and resolution of complex application issues, collaborating with stakeholders to ensure seamless functionality.
• Problem Management Expertise: Experience with performing problem management tasks, identifying root causes of application errors, and implementing break fixes to ensure fault-free application functionality.
• Salesforce Configuration: Experience with performing minor enhancement activities, such as report changes and modifying data in objects, based on client requests and self-assessment of impacts.
• Stakeholder Communication: Experience with representing a support team to stakeholders, providing metrics and ensuring SLA compliance, and managing stakeholders and users to map processes and use cases.
• Technical Analysis: Experience with performing analyses on software application functionality and making improvements, including impact analysis and gap analysis.
  
  

Preferred Technical And Professional Experience

• Salesforce Product Knowledge: Exposure to Salesforce and other third-party products, understanding how they interact and impact application functionality.
• Code Quality Improvement: Experience working with code quality improvement initiatives, reducing tech debt, and increasing code coverage.
• Automation and Process Mapping: Exposure to automation of use cases and process mapping to improve application health and productivity.