Package Specialist-Salesforce Functional Operations

Introduction A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities As a Package Specialist for Salesforce Functional Operations, you will provide in-depth analysis and support for application functionality and usage, ensuring seamless operations and stakeholder satisfaction. You will leverage your expertise to drive continuous improvement and optimization of application health, collaborating with stakeholders and users to deliver high-quality solutions.

Your Primary Responsibilities Will Include

• Analyze and Resolve Complex Issues: Perform deep analysis of issues not resolvable by L1.5 team, providing functional details and support to shift left of incidents and requests.
• Problem Management and Enhancement: Perform Problem Management tasks, minor enhancement activities, and break fixes to ensure application functionality is fault-free.
• Stakeholder Management and Communication: Represent the support team to stakeholders with metrics and SLA compliance, possessing excellent communication skills to effectively manage stakeholders and users.
• Application Health Improvement: Identify productivity enhancement opportunities, assist in automation of use cases, and focus on continuous Application Health improvements.
• Collaborative Issue Resolution: Work with Salesforce and other third-party product owners to resolve application issues, performing impact analysis and gap analysis as needed.

This role can be performed from anywhere in the United States of America. Required Technical And Professional Expertise

• Deep Salesforce Expertise: Experience with Salesforce application functionality, configuration, and troubleshooting to perform in-depth analysis and provide expert-level support.
• Technical Problem-Solving: Experience with problem management methodologies and techniques to identify root causes of application errors and implement effective solutions.
• Application Health Optimization: Experience with application health improvement initiatives, including tech debt reduction, code quality improvement, and performance enhancement.
• Stakeholder Management: Experience with stakeholder management and communication, including presenting metrics and SLA compliance to stakeholders and managing user expectations.
• Integration and Collaboration: Experience working with third-party product owners, such as Salesforce, to resolve complex application issues and improve overall system integration.

Preferred Technical And Professional Experience

• Advanced Salesforce Configuration: Experience with complex Salesforce configurations, including setup and customization of workflows, approval processes, and data validation rules. Ability to design and implement scalable solutions that meet business requirements.
• Technical Debt Reduction: Experience with identifying and addressing technical debt in Salesforce applications, including code refactoring, data cleanup, and process optimization. Ability to prioritize and execute technical debt reduction initiatives.
• Integration Architecture: Experience with designing and implementing integrations between Salesforce and other third-party systems, including data mapping, API development, and error handling. Ability to architect scalable and reliable integrations that meet business needs.