What are the responsibilities and job description for the Salesforce Support Specialist position at ALTAFIBER?
Job Purpose
This position is responsible for the attainment of short and long-term goals necessary to provide applications that involve a number of technologies and support key business functions.
Collaboration with Operations, Sales, and Practices within the company is essential to achieving and exceeding customer expectations.
This role also requires participation in aspects of ITIL best-practices including but not limited to Change Management, Event Management, Problem Management, Incident Management, and Capacity Management.
Essential Functions
Application Management - Support (70%)
- Ensuring operational performance, data integrity, and business needs are met by the system on a daily basis
- As business needs change, continue to plan and evolve platforms based on key business drivers (cost-effectiveness, reliability, - flexibility)
- Serving as a point of escalation for application problems providing technical expertise
- Ensuring projects are implemented on time, well within budget, and with the level of excellence required to meet customer expectations
- Support Operations - Engineering plans by delivering on key system initiatives
- Focus on ways to implement process improvements for the benefit of the company
- Support users in problem analysis and resolution
Strategic Project Implementation (20%)
- Collaborate with Operations and vendors to identify, prioritize, and execute key initiatives within the allocated budget and desired timelines
Service Management (10%)
- Participate as needed in the CBT/CBTS Change Management process
- Participate as needed in the Major Incident response and Incident Command processes
Experience
- 1 to 3 years of Salesforce.com administration experience
- Demonstrated successful experience in maintenance operations preferably at an IT Services or related industry
- Demonstrated previous customer supporting roles
- Experience with business process/function/data that the system supports
- Management of consultants and/or vendors
Education
- Four years of College resulting in a Bachelor's Degree or equivalent
Special Knowledge, Skills, and Abilities
- Salesforce.com administration knowledge, including sales opportunity management and Dashboarding and Reporting
- Proficient problem-solving skills
- Proficient in managing multiple projects simultaneously and managing issues to resolution
- Working knowledge of hardware and software platforms, vendors, and products
- Strong customer orientation
- Strong leadership, coaching, and behavioral reinforcement skills
- Candidate should be resourceful, versatile, flexible, and have a commitment to diversity
- Strong interpersonal skills (written and verbal)
- Ability to work in a team environment
Supervisory Responsibilities
No Supervisory Responsibility
