Job Description
Daniel Slesnick (daniel.slesnick@sunrun.com)
Key Responsibilities
- Advanced Salesforce Support : Provide expert-level support for Salesforce applications, including troubleshooting, configuration, and issue resolution.
- Jira & ServiceNow Management : Utilize Jira and ServiceNow to track issues, manage workflows, and ensure timely resolution of application-related incidents.
- Collaboration with Development Teams : Work closely with development teams to ensure that support issues are clearly communicated and addressed efficiently. Provide input on system improvements and escalate critical issues as needed.
- Process Documentation : Develop and maintain detailed documentation of application support processes, workflows, and troubleshooting procedures to ensure consistency and knowledge sharing within the team.
- Incident Management : Manage and prioritize incoming support requests, ensuring that issues are resolved in a timely manner according to SLAs.
- Communication and Stakeholder Engagement : Act as a liaison between technical teams, business users, and stakeholders to ensure effective communication and resolution of application issues. Clearly articulate technical information to non-technical users.
- System Monitoring and Maintenance : Proactively monitor key application systems, ensuring optimal performance and uptime.
- Continuous Improvement : Identify areas for improvement in current support processes and tools, contributing to the overall efficiency of the application support function.
- Mentoring and Coaching: Providing guidance, mentorship, and coaching to junior technicians and team members, helping them grow and develop their technical skills, improve their problem-solving capabilities, and grow within their roles and within the team.
Requirements
- Advanced Salesforce Knowledge : Proven experience supporting Salesforce, with a deep understanding of its functionality, configurations, and integrations.
- Jira Experience : Proficient in Jira for issue tracking, workflow management, and collaboration with development teams.
- ServiceNow Experience : Hands-on experience with ServiceNow for ticketing, incident management, and service delivery.
- Strong Documentation Skills : Ability to create clear, detailed process and procedure documentation for internal use and knowledge sharing.
- Collaborative Mindset : Comfortable working closely with developers and cross-functional teams to resolve application issues.
- Excellent Communication Skills : Ability to communicate effectively with both technical and non-technical stakeholders, ensuring clarity in issue resolution and support processes.
- Problem-Solving Skills : Strong analytical skills with a proactive approach to troubleshooting and resolving application issues.
- Adaptability : Ability to work in a fast-paced environment, handling multiple priorities and adapting to changing needs.
- Salesforce Admin Certification or equivalent experience.
- Experience with other cloud-based applications and integration platforms.
- Familiarity with Agile methodologies and working in development-driven environments.
Ready to Apply?
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