Salesforce Support Analyst (Only locals to Bay area, CA)

Educational Qualification*

BE, Comp Science, BCA, BSE computer science

Job Description of Role* (RNR)
(Mandatory - Minimum 500 words)

1) Lead RACT Support and technical team to complete RACT 2.1 release. Complete project deliverables including user and functional requirements, architecture review, design and integration specification, software development summary report, installation procedures and additional technical documents as necessary.

2) Collaborate with technical PM and software developers during each sprint of software development cycle until code freeze. Manage Azure backlogs to build new functions per acceptance criteria, provide technical guidance and feedback to address data and functional issues during testing and UAT cycles.

3) Lead post-release hyper care by monitoring integration error logs. Accountable for emergency change, deviations and CAPA, collaborate with Development, IT, and Boomi teams to identify root case, perform impact assessment, and apply the code fix.

4) POC of RACT L2-L3 Support. Conduct post-release system demo and user training to the cross-function team. Review and revise WRK and GXPMAN per RACT 2.1 release timeline.

5) Deliver operational excellence by applying Salesforce platform best practices to day-to day customer support. Acts as SME for existing workflow, reports, and eTMF/RACT integration and serves as an advocate for for innovation and continues process improvement

6) Attend weekly RACT CCT meetings as sytem SME to address business needs, provide progress updates. Take onwership of deviation and CAPA and work with QA, BPO, and Valiadtion to resolve critical system or data issues in a timely manner.

Primary (Must have skills)*

1) 3 years of experience in people management/team supervision in software development.

2) 5 years of technical support experiences in Salesforce, SaaS architecture design, CRM workflow configurations, SQL and data integration. Ideally in biotech/pharma/CRO
3) Proficiency with Salesforce data loader, workflow configurations, object permission setup, and MS Office.
4) Prior experiences in design, build, test and deploy application configuration and integration changes using Salesforce's Copado DevOps platform.
5) Excellent documentation skills. Ability to analyze the business requirements and document system changes into design specifications, integration specification, installation procedures, and development summary report.
6) Proven analytical and problem-solving skills

Expierence Range

8 years

Secondary Skills (Good To have)*

Salesforce Admin Certificate
Prior experience in ServiceNow/SPARC, Azure, and IDM.
Knowledge of GxP and Computer System Validation process.

Soft skills/other skills (If any)

Adaptability: Ability to quickly adjust to new technologies, workflows, and environments.
Communication: Excellent communication skills, both verbal and written.