Sr. Product Support Tech Advisor

PURPOSE
Under limited supervision, manages and coordinates the qualification and deployment of Salesforce-based systems. Also provides  support services for regional and global business applications. Collaborates with business leaders, end users, other IT departments, and software vendors to develop and provide appropriate support strategies for regional and global business applications.

RESPONSIBILITIES
• Provide support for internal and external end users of Salesforce platform and application problems
• Interact with software vendors, Infrastructure services, and/or Applications Development to restore service and/or correct core problems.
• Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups.
• Coordinate validation activities related to the deployment of business applications
• Produce and assist training and communication programs.
• Coordinate with internal and external service providers in the area of incident, problem, and change management, capacity planning and troubleshooting, representing the interests of supported business groups.
• Support vendor contracts to established service level agreements.
• Maintain knowledge of the IT industry, analyse the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES - OVERALL
• Solid technical background and experience
• Possesses fine-tuned analytical skills and/or programming experience
• Relational database experience
• Strong PC-based troubleshooting skills
• System deployment/implementation expertise
• Excellent documentation, presentation, analytical and multitasking skills, including conference call etiquette.
• ITIL v3 Foundation certified with good Knowledge of Event, Incident, Change, Problem and Configuration Management.
• Committed to Process Improvements and Operational Delivery by working with the Management.
• Inquisitiveness and strong desire to learn about the tools, technologies and procedures.
• Personable, non-political and non-confrontational in approach.
• Team oriented, adaptable, dependable, and strong work ethics.
• Ability to communicate efficiently to help keep all team members informed.
• Ability to work in a fast paced environment.
• Willing to work outside of the business hours based on operational requirements.
• Basic understanding of DevOps model
• Influential leadership and Customer Focus.
• Adherence to IQVIA values, process and procedures.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES - SALESFORCE ADMINISTRATION
• Managing Salesforce security including roles, profiles, sharing rules, workflows and groups.
• Maintaining and customizing Sales Cloud and Service Cloud applications.
• Building custom reports, dashboards, and workflows.
• Managing operational requests and reporting including customer analysis and individual views, and troubleshoot issues.
• Developing and maintaining SFDC Visual Force pages, Apex classes, triggers & lightning components
• Working with Tools like Data Loader, Eclipse, AJAX tool kit, Copado, OwnBackup
• Troubleshooting production issues and working with the users and technical team to resolve in a timely manner.
• Daily administration and support of SFDC including but not limited to managing multiple user management setup, profiles and roles, customization of objects, fields, record types, page layouts, workflow rules and validations.
• Contribute to the establishment of a cloud based applications strategic roadmap and translating the roadmap into specific goals and objectives.
• Experience in managing user roles, profiles, security, workflows, processes, interfaces and process flows
• Providing support on Salesforce.com support requests
• Experience in Sales and Service Cloud
• Technical documentation related to process and products used for training
• Experience in database tools like MS SQL Server or Oracle SQL Developer

Preferred Knowledge and Experience
• Salesforce.com Certified Administrator
• ITIL V.3 Foundation Certification