Package Specialist-Salesforce Functional Operations
IBM · Posted Oct 7
Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services
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About the role
IBM Consulting works with leading companies across industries to help them shape their hybrid cloud and AI journeys, supported by IBM technology, strategic partners, and Red Hat. As a Package Specialist for Salesforce Functional Operations, you will provide in-depth application support for client applications built on Salesforce and related third-party products. The role covers deep issue analysis and resolution, problem management and break fixes, minor enhancements such as report changes and object data modifications, stakeholder and SLA management, and application health improvements including tech debt reduction and automation of use cases.
What you will do
- Analyze and Resolve Issues: Perform deep analysis of issues not resolvable by L1.5 team, providing functional details and shifting left of incidents and requests to support 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.
Skills used in this role
What the employer is looking for
- 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.
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About IBM
International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.
- Industry
- Information Technology
- Company size
- 260,000+ employees
- Founded
- June 16, 1911
- Location
- Armonk, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $3.5B raised
- ·Post Ipo Debt$150M
Leadership
Chairman, President and Chief Executive Officer
Senior Vice President and Chief Financial Officer
Senior Vice President, Software and Chief Commercial Officer
Senior Vice President, IBM Consulting
Senior Vice President, Marketing and Communications
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