Salesforce Support Specialist

Summary of Position:

IT Systems Software Analysis & Programming focuses on programming & configuration of IT Systems Software (i.e. software for use in operating/controlling hardware and providing a platform for running internal end user/business applications). The work includes: •Identifying and analyzing business needs, conducting requirements gathering, and defining scope and objectives for the IT System •Developing programming specifications, diagrams, and flowcharts •Writing code in lower-level programming languages to optimize the performance and efficiency of an organization’s IT platform/infrastructure •Configuring, customizing, diagnosing, and enhancing vendor systems software (e.g., operating systems software and utilities that manage access to peripherals, facilitate networking, manage memory allocation, manage file storage on hard drives, etc.) •Writing diagnostic programs to test integrated software/hardware systems and resolve system faults •Creating functional and technical documentation of systems software programs and code.

We are seeking a skilled Production Support Specialist to join our dynamic team. The ideal candidate will have a strong technical background in Salesforce development, with a focus on troubleshooting and resolving production issues in real-time. As a Production Support Specialist, you will play a critical role in ensuring the stability and reliability of our Salesforce and ServiceMax platform and external applications.

Key Responsibilities:

• Troubleshoot and resolve production issues promptly, providing tactical and strategic solutions or code changes as needed.
• Monitor the application using various tools and take proactive measures to prevent failures and restore service in case of disruptions.
• Conduct root cause analysis on major problems and recurrent issues, implementing corrective actions to prevent future occurrences.
• Understand business complexities and provide technical resolutions to user problems, ensuring minimal impact on operations.
• Respond to critical production operational issues and collaborate with the Core team for resolution.
• Coordinate with different teams on integration points and facilitate resolution of related issues.
• Collaborate with cross-functional teams to assess the impact of business decisions on the Salesforce/ServiceMax platform and external applications.
• Manage competing tasks and priorities effectively, demonstrating strong time management skills.
• Implement minor changes in code/configuration and deploy them into production environment.
• Utilize tools like Backlog/ServiceNow for incident monitoring and actioning.
• Effectively manage your work within Agile methodologies.
• Conduct thorough root cause, impact, and analysis skills.
• Develop in-depth knowledge of supported applications.
• Understand and provide quick fixes for Apex classes, triggers, Lightning, and Web components.
• Creating reports and dashboards within Salesforce and other related tools.
• Conduct Client Debug log analyses.

Key Requirements/Minimum Qualifications :

• Foundational understanding of Sales Cloud & Service Cloud, including common products/features.
• 4-6 years of experience in Salesforce (Configuration & Customization), Servicemax experience along with the support background.
• Salesforce Sales and Service Cloud experience
• Proficient in lightning best practices and functionality
• Incident and problem management experience

Preferred Requirements:

• Salesforce App Builder or Salesforce Platform Developer I/II Certification.
• Familiarity with Agile and DevOps development methodologies.
• Familiarity with Atlassian and Tricentis product suites.
• Experience with Conga & Copado DevOps.

Work hours: 1 PM to 10 PM IST

Relocation assistance: Yes

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.