The Salesforce Field Service Technical Consultant Cyient Adelaide, South Australia, Australia This range is provided by Cyient.
Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range A$87,000.00/yr - A$100,000.00/yr OVERALL POSITION OBJECTIVE The Salesforce Field Service Technical Consultant is to deliver exceptional service to the business.
This person would thrive on challenges in a high-paced environment, has a passion for Salesforce Field Service Lightning Product and has excellent communication and interpersonal skills as well as be a team player.
In this role, he will be: Execute and support Salesforce Field Service Implementation for Utilities Sector Great understanding of Salesforce ecosystem Initiate Solution level discussions with the customer, able to provide the direction in implementing key Salesforce features Develop, configure features on Salesforce Application Resolve defects with a proposed fix Test the proposed fix in Sandbox and Production Formalize the patch release Release official fix to business users and/or L1 helpdesk Responsible for delivery of high-quality design within given time Handling custom integrations, Apex code on Salesforce platform Work with team and manager to improve Productivity and Quality.
Key Accountability Description L2/L3 Support Initial analysis on reported issue/problem that have been transferred by First Level Support (L1) team via the agreed communication channels (APA's ITSM application – ServiceNow) Provide the initial acknowledgement to all issues and requests received Perform troubleshooting steps, data fixes, execute SOP based on the context of the Support case/Ticket within the agreed timeframes Manage the severity, priority of the case and communicate the conclude the agreeable priority and severity level with business team Get the necessary approvals on production related changes from business which is not previously agreed under SOP (Standard Operation Procedures) Adherence to the SLAs (Refer: SLA Section) Support during Salesforce releases and communication on the patches and the impact to APA application (Salesforce Platform, Service Cloud, Service FSL), this is done within 2 Weeks after the Pre-release notes and subsequent trailhead training from Salesforce Ensure to Create plan for any minor enhancements, develop the changes in Sandboxes, get the business signoffs, metadata movement to higher environment and final deployments.
The team will do the Unit testing for the changes.
UAT and SIT to be done by business users.
Ensure Regular performance reviews with APA to manage caseload and ensure quality service delivery in line with customer expectations and as per the agreed SLAs Ensure Any enhancement activities require planning, metadata customisation and deployment can be addressed during off-peak time with proper planning.
Deployment plan, time, any downtime to systems/component or access issues should be agreed with business and technical team Sandbox refresh is planned for only developer users and on-demand basis.
Quality Control/Assurance Ensure designs meets quality requirements based on Process document and guidelines Ensure the document covers the platform features and how those features impact the current deployments and additional efforts that needs to be done to mitigate/absorb/adopt those changes Ensure improved performance & quality service delivery on weekly/monthly basis Drive best practice in line with company Framework and BESt Practices Ensure the provision of consistently high-quality services to our customers; Work effectively as part of the team, with both internal and external key stakeholders.
Area of Activity % of time / weighting L2/L3 Support 80% Quality Control/Assurance 20% Key Relationships Site Access Teams Client i.e., customers and team members APA techs, service delivery, external contractors and customers Delivery Key Behaviours, Skills and Experience Bachelor of Engineering Graduation Certified Salesforce Administrator, Service Cloud Consultant and Field Service Lightning Excellent verbal and written communication skills Exposure in the Salesforce Field Service Lightning Proficient in MS suite, Word, Excel, Outlook, PowerPoint and SharePoint Capability of working autonomously and in teams collaboratively Strong attention to detail Ability to prioritise tasks SME level understanding of the following systems vxField Oracle Field Service ESRI Previous experience in a similar role (or) having hands-on experience on above mentioned systems Product Knowledge and Industry Experience Seniority level Associate Employment type Full-time Job function Information Technology #J-18808-Ljbffr