Key Responsibilities: Request Logging/Prioritization: Receive, log, and prioritize support requests from the help desk, other service delivery staff, and/or users. Prioritize requests in accordance with agreed criteria and organizational needs.
Investigation: Investigate incidents, problems, and other requests for support within a broad area of competence, determining appropriate actions to take.
Progress Monitoring: Monitor the progress of support requests, ensuring users and other interested parties are kept informed. Take corrective action to avoid or minimize delays.
Monitoring: Support service level management in monitoring the impact of problems on agreed service levels.
Remedies/Prevention: Assist with the implementation of agreed remedies and preventative measures, in close liaison with the service desk, incident management, change management, and other support teams.
Request Response/Escalation: Provide correct responses to support requests by making system modifications, developing workarounds, reconfiguring systems, or escalating requests to development staff or software suppliers. Ensure all work is documented in accordance with required standards, methods, and procedures.
Problem Resolution: Initiate action to resolve problems in systems and services. Document such incidents and problems within the defect/problem reporting system.
System Enhancements: Liaise with development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements.
Key Requirements
Salesforce Platform Expertise: Technical or functional understanding of Salesforce applications to provide system configuration, audit, technical, and/or functional support. Familiar with Salesforce Lightning, Apex, and Visualforce, and other Salesforce development tools.
Organized Development Techniques: Familiar with organized and documented sets of techniques, and proven methods, intended to facilitate the structured and open development of Salesforce applications. A DevOps approach may be taken where development and operational staff work together.
Environment Management: Experience with environment management (Prod and Non-Prod).
Good understanding of the Software Development Life Cycle (SDLC).
Familiar with coding standards and syntax, enabling the unambiguous translation of specified functionality into source code.
IT Standards and Practices: Familiar with applying standards, practices, codes, and assessment and certification programs relevant to the IT industry.
Release and Change Management: Solid understanding of release and change management processes.
Incident Management: Good understanding of incident management processes, including interrogation of incident databases and use of known error logs.
Development Methodologies: Awareness of different development approaches (e.g., Agile, SCRUM) and a DevOps approach where development and operational staff work collaboratively.
Customer Needs Identification: Proficient in techniques for identifying, gathering, and validating customers’ needs in the delivery of services.
Awareness of SOX (Sarbanes-Oxley), SSAE16/18 (SOC), ISO27001, or similar audit experience.
RDBMS Installation and Support: Awareness of RDBMS installation and support, preferably MySQL or MS SQL Server.
Techniques used to plan and execute tests of all software components to verify that the software satisfies specified requirements in terms of the utility and warranty of the resulting service and to detect errors.
Application Monitoring Toolsets: Awareness of application monitoring toolsets (e.g., Dynatrace).
