Senior Salesforce Production Support Engineer – CRM, BPM & Application Operations

• As a Senior Software Engineer and a member of the Application Operations Service and Quality Engineering – Customer Relationship Management and Business Process Management (AOSQE CRM BPM) Production Support Team, utilize knowledge of technology, processes, products, people, and quality concepts.

• Ability to work and communicate directly with business partners in business terms with minimal supervision.

• Demonstrate initiative, accept responsibility, and be accountable for results.

• Support the Salesforce.com platform and the back-end administration applications used to support its functionality.

• Provide critical day-to-day technical and process support for the Salesforce.com platform.

• Work with business and technical teams to ensure technology and process solutions meet business needs.

• Support multiple business units with client interaction and automation applications.

• Provide ongoing production support, including:

• Problem analysis

• Issue resolution

• Escalation

• Reporting

• Review and analyze issues independently.

• Work with Agile delivery teams and technical support partners to understand and resolve issues raised by business teams.

• Collaborate with vendors to provide solutions, resolve problems, and maintain environment stability.

• Document business issues and the corresponding solutions provided.

• Define and ensure requirements for transition to support, including:

• Data

• Workflow

• Logical processes

• Interface design

• Internal and external checks

• Controls

• Inputs

• Outputs