Package Specialist

About the Role

As a Package Specialist for Salesforce Functional Operations at IBM Consulting, 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.

Key Responsibilities

• Analyze and Resolve Issues: Perform deep analysis of issues not resolvable by the L1.5 team, providing functional details and shifting left of incidents and requests to support the 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.

Requirements & Tech Stack

• 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.

Qualifications

Preferred Education: Master's Degree

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.