Gartner - Operations Specialist - Salesforce Technical Support

Operations Specialist- Salesforce Technical Support

Ops specialist for Support position responsible for troubleshooting the production issues, making the necessary changes, and updating the business in a timely manner within Research & Consulting Delivery strategy.

What you'll do :

- Be the technical "go-to" person for production support for team members for the PSA platform.

- Troubleshoot and lead technical investigations

- Investigate and Replicate Issues

- Assist developing a fix for the problem - Deployment of a fix on Production

- Communicate Outages/maintenance to business users

- Monitoring of performance of the application proactively and reporting issues

- Checking logs, jobs and audit tables for root-cause analysis.

- Follow up with user (calls, e-mails) to resolve and close the ticket

- Monitor the notification from Service Now queue.

- Periodic update to the knowledge base/documents

Must Have :

- Bachelor's degree in Computer Science or equivalent experience in the field of software development.

- 0-2 years' experience in working on Salesforce Technical Support.

- Ability to troubleshoot, debug issues on Production (Level 1 and Level 2 Support) and provide detailed analysis to the development team as needed

- Ability to debug performance issues both at the server apex layer and client layer including custom Lightning components.

- Experience with Git, VS Code, Salesforce Command Line Interface (CLI).

- Experience installing High-Priority Updates from Salesforce.com platform

- Good to have experience in SFDC configuration (Security Setting, User setup, Profiles, Permission set, Workflow, Flow, page layout, data loader, email templates, connected app, and remote site settings, Object and relationship)

- Integration knowledge with Salesforce.com components including but not limited to API's, Apex Web Services, Apex Callouts, outbound messaging, SSO, and data loaders.

- Experience in using performance monitoring tools effectively on Salesforce platform