Shell Hiring ITSO - Support Engineer – Salesforce Apply Now
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Requirements
1-2 years’ experience in application support preferably
Salesforce
Salesforce Certifications
Fair understanding of Salesforce Service Cloud, Sales Cloud
or Marketing Cloud
Knowledge in Salesforce coding (APEX, JavaScript etc.)
Proficiency with data manipulation tools and uploading
techniques (Data Loader, Workbench, Excel, Plug-Ins)
Knowledge of middleware applications, including integration
platforms like APIGEE and the ability to troubleshoot them in a production
environment
Excellent verbal and written communication skills
Strong analytical and problem-solving skills
Ability to explain technical solutions to both a technical
and non-technical audience
Knowledge of agile methodology / processes
Knowledge of Encryption Technologies, SSO integration and
high-level Security architecture would be preferred
Knowledge of agile tools like VSTS would be preferred
Job Description
Own the complete end-to-end the Production Support processes
and operational aspects of the Force.com platform and be the single point of
contact for the business for all production related activities
Exercise independent judgement in methods, techniques and
evaluate criteria for uncovering risk in Salesforce releases and have
mitigation plans
Triage and solve issues by expertise and collaborating with
other IT teams
Conduct effective change management
Follow company’s standard ITIL processes; Track incident and
problem tickets, upcoming activity and maintain dashboards for operational
stability and own the DevOps pipeline for the application
Manage logs, fallout, escalations as well as security or
audit related items in conjunction with peers, when they affect the live
environment
Create knowledge base materials dedicated towards
operational efficiency while also empowering and enabling the whole support
team. Share best practices with team members to enhance the quality and
efficiency of application support
May require working outside of normal business hours,
holidays, and some weekends as the role demands
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