Salesforce Administrator job from a global digital agency is here. Apply online now.
CLIENT
A global digital agency delivering innovative digital and creative solutions with technology delivery centers in Switzerland and other countries.
JOB DESCRIPTION
• Perform trend analysis
• Create problem tickets based on agreed actions
• Perform retrospective to capture results and understand how it can be further improved
• Ticket Resolution and Management
• Ticket resolution within SLA’s agreement defined per priority, for Level 2 support tickets
• Coordinate the communication between the customer and other requested participants if required
• Implement resolution (if is under team scope)
• Coordinate the resolution – create repository branches and generate pull-requests (code changes) if needed
• Responsible to cover all the code changes (code coverage) in the resolution if required
• Responsible to build/maintain L2 support team documentation updated – Process changes, configuration documents, ticket resolution guidelines (Knowledge Articles)
• Responsible to build/maintain Knowledge articles and FAQ’s to be provided for L1 teams
• Maintain the testing coverage for support ongoing operations
• Receive knowledge transfers from new projects
• Review all documentation provided by new projects to acquire knowledge regarding new processes implemented
• Review all code changes made by new projects to acquire knowledge how the processes are being performed
JOB QUALIFICATION
• Capacity to deliver enhancements on business processes considering the effort to apply on those changes
• Relevant salesforce.com platform knowledge required (Salesforce Service Cloud, Salesforce Community Cloud, Salesforce Lightning, Salesforce Identity)
• Must be proactive
• Experience in ticket management
• Experience in resolving complex tickets
• Good communication skills
• Availability to work on a shifting schedule and a work-from-home setup (until further notice)
ACTIVE DATES
Urgent hiring!
