Job Description

Responsibilities Responsible for supporting day to day support team and sales team on issues and maintenance Responsible for Solution development (Configuration & Coding) Responsible for resolving all Tier 1-4 support queries, that relates to salesforce access to supporting all business process in Salesforce Responsible for enhancement on service cloud and customer communities Responsible for supporting month end and quarter end close process Coordinate with onshore application team for critical issues, design analysis, and enhancement Provide system administration support of internal and customer-facing Salesforce environment related to customized applications, user permissions, security settings, custom objects, workflow, etc Monitor new Salesforce release features and functionality and provide recommendations for process improvements Customize reporting and dashboards for various teams Support users & Business Analysts to troubleshoot application issues and develop creative solutions to support business needs Responsible for building enhancements of salesforce application and maintaining them Client interaction Requirements 3+ years of hands-on experience in developing and deploying SFDC Service Cloud solutions 2+ years in a Salesforce development role; including Apex and Visualforce development In Depth understanding of cases and other areas such as Service Contracts, case management, entitlements, Milestones, Communities, Live Agent, and Knowledge base. Full understanding of use cases related to functionality for multiple interaction channels (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.) Designed and developed solutions using Service Cloud automation (Flow, process builder, quick actions, macros, quick text). Experience working with Salesforce communities, Apex, SOQL, VisualForce, Lightning, JavaScript, Eclipse IDE, WorkBench, Data Loader, Ant tool, Reports and Dashboards Proficient in Salesforce administrative tasks like creating Profiles, Roles, Users, Page Layouts, Email alerts, Approvals, Workflows, Reports, Dashboards, Tasks, and Events Experience with Service Cloud, Knowledge, Live Agent, Customer Community, Chatter and understanding web services API Experience in designing Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, and Approval Processes for automated alerts, field updates, and Email generation according to application requirements. Meticulous attention to detail, superb organization skills, and a strong sense of ownership Must be able to communicate well both verbally and in writing (including documentation) Must be able to juggle multiple tasks, assignments being aware of the workload and able to set own priorities to meet deadlines Evaluate JIRA tickets/ Epics/User-stories to convert functional requirements to technical requirements. BE (IT/Comp Sci / EC) , MCA

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