Wednesday, January 13, 2021

Lister Technologies - Salesforce Developer - Configuration Management (3-5 yrs) (Lister Technologies Limited)

Job Description :


- Respond to all Salesforce incidents and provide basic support / troubleshooting.

- User based support like password resets, break/fix instructions, permissions and data access.

- Timely and accurate documentation of resolution activities.

- Diagnose, prioritize and escalate tickets to L2/Salesforce Developers.

- Create Knowledge Base (KB) articles and FAQ.

- Update SOP's for L0 routing as well as L1 resolution.

- Provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

- Provide good customer experience through timely and appropriate communication as well as following through till issue resolution.

- Communicate resolution activities and escalations appropriately.

- Monitor jobs run in Production and follow SOP's on failures.

- Monitor the SFDC alerting mechanism and communicate downtime as needed.

- Check broadcast messages in Chatter and alert team as needed.

- Understand the new functionality being added as well as bugs being fixed and update KB articles as needed.

- Handle break/fix, configuration issues, troubleshooting, minor CRs and tickets requiring minor changes and enhancements to existing functionality.

- Handle data migration related incidents.

- Review incoming and existing incidents and tasks.

- Perform all production issue troubleshooting and resolution and ensure the efficiency of the issue resolution.

- Raise tickets with Salesforce, and engage with them till resolution.

- Works with IT and Business Users on SFDC features (custom and standard usage) in order to resolve them.

- Train or mentor support team members.

- Creates and maintains documentation on all support work - includes analysis and diagnosis, article tagging and KB articles as well as SOP's.

- Provides expertise and input in helping the rest of support team make right decisions on analyzing business requests.

- Understand the new functionality being added to Salesforce as well as bugs being fixed and update Knowledge Base articles as needed.

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