"Alerted.org

Job Details:

Top Skills:

• Primary Function of Position

This position primary role is to work closely with the larger Customer Service / Field Service Organization Center of Excellence and with the internal IT Salesforce Architect to development and deploy new SFDC service-based solutions.

Must-Have Experience

• 5–8 years supporting Field Service & Customer Support business functions

• 5–8 years hands-on Salesforce experience with:

o Field Service Management (FSM)

o Case Management

o Call Center / Service operations

• 2–3 years hands-on ServiceMax Asset360 (key requirement)

• Strong experience working in a Salesforce Center of Excellence (CoE)

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Salesforce Technical Skills (Hands-On)

• User management, roles, profiles, permission sets

• Custom objects, fields, page layouts

• Validation rules, workflow rules, email templates

• Process Builder, Flows

• Lightning Pages

• Custom Metadata Types & Custom Settings

• Managed Packages & AppExchange apps

• Strong documentation and configuration discipline

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Integration & Platform Knowledge

• Salesforce ↔ SAP integration experience (direct or via middleware)

• Strong understanding of enterprise IT applications & architecture

Essential Job Duties

• Implement new and enhance existing functionality including articulating requirements and translating them to effective solutions on Salesforce.com and related applications which support the following stakeholders: Field Service, Service Contracts, Technical Support and Customer Support.

• Engage with the existing SFDC Center of Excellence to represent projects and enhancements affects the Service Organization.

• Work with existing SFDC Architects to implement SFDC Service functionality.

• Interface on a day-to-day basis with other analysts, business users, super users and IT team members to support business operations and drive change management

• Perform configuration /system changes to meet business requirements as needed.

• Ensure proper level of testing and documentation is completed for all work.

• Lead cross-functional meetings as part of requirements gathering, driving projects or providing status updates on various projects

• Review and contribute to design document, configuration documents and functional specifications.

• Conduct unit and Integration testing and regression testing.

• Support ISI’s production processes and all associated business systems functions.

• Work with ISI IT and business teams to optimize and streamline business processes and technical solutions.

• Drive change management process and ensure schedule adherence by collaborating with business, solution architects, cross functional consultants and developers

• Collaborate and provide inputs to the development team during development phase to meet the business needs.

• Conduct QA validations and lead User Acceptance Testing (UAT) tests.

• Support, assist and train the users on new modified system configurations highlighting the impact on business processes.

• Work closely with onsite team, offshore team, managers, and executives to ensure the release of high-quality solutions.

• Act as Senior BA and guide & mentor the team members in providing best solutions and do peer review and advice on areas of improvement.

Required Skills and Experience

• 5-8 years of experience in supporting Field Service and Customer Support Business Functions.

• 5-8 years of direct hands-on experience with Salesforce.com Field Service Management, Case Management and/or Call Center.

• 2-3 years of direct hands-on experience with ServiceMax Asset360.

• Possess a strong business and customer/client focus.

• Experience and knowledge of Salesforce.com and SAP integration.

• Hands-on experience with configuration of new and existing Salesforce.com features including user management, roles/profiles, Permission Sets, custom objects, new page layouts, custom fields, formula fields, validations, workflow rules, email templates, Process Builder, Flows, Lightning Pages, Custom Metadata Types, Custom Settings, Managed Packages, etc.

• Experience working with business end users, gathering requirements, and building detailed functional design specifications.

• AppExchange packages experience is preferred.

• Salesforce Certifications of Admin, AppBuilder preferred.

• Supporting users in a medical device company is desirable

• Possess a strong business and customer/client focus

• Experience with deep understanding of IT Applications and Technology

• Strong problem solving and analytical capabilities

• Excellent written and verbal communication skills

• Very strong collaboration, negotiation, and influence capability required

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