Package Specialist-Salesforce Technical Operations

About the Role

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

Key Responsibilities

As a Package Specialist for Salesforce Technical Operations, you will perform application support and management tasks to ensure continued and synchronized functionality. This role involves providing 24x7 application support coverage, implementing platform upgrades, and performing user administration tasks.

Your Primary Responsibilities Will Include:

• Application Monitoring and Support: Perform application monitoring for jobs and processes using direct access of logs and platform admin console or use of tools like AI Ops. Manage the incident lifecycle and own it until closure and satisfaction of originator.
• Code Migration and Management: Manage code migration across environments to ensure continued and synchronized functionality. Keep a record of configuration changes and schedule application updates.
• User Administration: Perform user administration tasks like creation, deletion, modification, profile updates, password resets, etc.
• Performance Maintenance: Ensure application performance to expected levels through proactive and preventive maintenance.
• Metrics and Reporting: Prepare and collate metrics of tasks, incidents, and environment change actions performed.

Requirements & Tech Stack

• Salesforce Application Support: Experience with application monitoring using logs, platform admin console, and tools like AI Ops to identify and resolve issues.
• Code Migration and Management: Experience with managing code migration across environments, ensuring continued and synchronized functionality, and maintaining records of configuration changes.
• Incident Lifecycle Management: Experience with managing the incident lifecycle, owning incidents until closure, and ensuring originator satisfaction.
• User Administration: Experience with user administration tasks, including creation, deletion, modification, profile updates, and password resets.
• Platform Upgrade Implementation: Experience with implementing platform upgrades and performing regression testing to ensure smooth operations.

Qualifications

• Preferred Education: Master's Degree
• Preferred Technical And Professional Experience:
• Exposure to ITIL Framework for incident, problem, and change management.
• Knowledge of Salesforce APIs and their usage in integration with other applications.
• Familiarity with Agile Methodologies and version control systems.