Sr. Salesforce Support Lead

URGENT ROLE

Job Title: Salesforce Support Lead

Duration: 12 Month

Hybrid

we are specifically looking for a candidate with high-level insights into Salesforce Commerce Cloud (SFCC) and Marketing Cloud (SFMC) from a basic an administrative perspective. At this time.

Combined experience across Salesforce Service Cloud (SFSC), SFCC, and SFMC to better suit the requirements of this support role

Description:

Duties and Responsibilities:

• To deliver Tier 2 application support and to provide technical analysis on requested changes to Salesforce CRM and other business applications

• Support related duties would include troubleshooting applications and software for all internal customers, such as operations, development, and other business units

• Technical analysis duties would include mapping functional requirements to technical requirements to ensure all changes are implemented in accordance to established best practices

• Field incoming problem tickets to resolve application and software issues (CRM) Prioritize, schedule, and administer all instances where enhancements and defect resolution are required

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders

• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Maintain and enhance performance of all new and existing software and applications across the organization.

• Identify and learn appropriate software applications used and supported by the organization

• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, and so on.

• Engage the database team to assist in problem-solving activities when required

• Manage and/or provide guidance to junior members of the team e.g. Tier 1 support analysts

• Deploy changes to production and UAT environments with the support of the development team and perform configuration tasks in accordance with standard deployment guidelines

• Take ownership of application change requests and involve the appropriate parties to see the request to completion

• Ensure that supporting documentation and knowledge transfer for applications that are being supported are in place and updated regularly

• Perform other duties as assigned.

Qualifications

• • Experience supporting enterprise CRM systems – Salesforce

• • Ecommerce and Social platforms – Shopify, TikTokShop.

• • Experience with configuration/support of any of the following: Commerce Cloud, Sales Cloud, Marketing Cloud, Community Cloud

• • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

• • Knowledge of SQL and database queries, and trends in technology relating to software applications .

• • Experience utilizing enterprise ITSM / ticketing tool