Package Specialist-Salesforce Functional Operations

IBM; New York (NY); Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health Insurance

Job summary

IBM Consulting is seeking a Package Specialist for Salesforce Functional Operations to provide in‑depth analysis and support for Salesforce functionality, ensuring seamless operations and stakeholder satisfaction. You will drive continuous improvement, coordinate with stakeholders, and deliver high‑quality solutions across the organization.

In this role you will analyze complex issues, manage problems and minor enhancements, and collaborate with Salesforce and third‑party owners to optimize

Qualifications

• Deep Salesforce expertise with configuration and troubleshooting.
• Experience with problem management methodologies to identify root causes.
• Experience improving application health, reducing tech debt, and optimizing performance.
• Strong stakeholder management and communication, including metrics and SLA awareness.
• Experience integrating Salesforce with third‑party systems and vendors.

Responsibilities

• Analyze and resolve complex issues not resolvable by L1.5 team, providing functional details for incident resolution.
• Perform problem management tasks, minor enhancements, and break fixes to ensure fault‑free functionality.
• Represent the support team to stakeholders with metrics and SLA compliance, managing expectations.
• Identify productivity gains, assist in automation of use cases, and drive application health improvements.
• Collaborate with Salesforce and other third‑party product owners to resolve issues and analyze impact/gaps.

Skills

Salesforce expertise

Technical problem solving

Application health optimization

Stakeholder management

Integration & collaboration

Tools

Salesforce

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As a Package Specialist for Salesforce Functional Operations, you will provide in-depth analysis and support for application functionality and usage, ensuring seamless operations and stakeholder satisfaction. You will leverage your expertise to drive continuous improvement and optimization of application health, collaborating with stakeholders and users to deliver high-quality solutions.

Your Primary Responsibilities Will Include

• Analyze and Resolve Complex Issues: Perform deep analysis of issues not resolvable by L1.5 team, providing functional details and support to shift left of incidents and requests.
• Problem Management and Enhancement: Perform Problem Management tasks, minor enhancement activities, and break fixes to ensure application functionality is fault‑free.
• Stakeholder Management and Communication: Represent the support team to stakeholders with metrics and SLA compliance, possessing excellent communication skills to effectively manage stakeholders and users.
• Application Health Improvement: Identify productivity enhancement opportunities, assist in automation of use cases, and focus on continuous Application Health improvements.
• Collaborative Issue Resolution: Work with Salesforce and other third‑party product owners to resolve application issues, performing impact analysis and gap analysis as needed.

Location

This role can be performed from anywhere in the United States of America.

Required Technical And Professional Expertise

• Deep Salesforce Expertise: Experience with Salesforce application functionality, configuration, and troubleshooting to perform in-depth analysis and provide expert‑level support.
• Technical Problem‑Solving: Experience with problem management methodologies and techniques to identify root causes of application errors and implement effective solutions.
• Application Health Optimization: Experience with application health improvement initiatives, including tech debt reduction, code quality improvement, and performance enhancement.
• Stakeholder Management: Experience with stakeholder management and communication, including presenting metrics and SLA compliance to stakeholders and managing user expectations.
• Integration and Collaboration: Experience working with third‑party product owners, such as Salesforce, to resolve complex application issues and improve overall system integration.

Preferred Technical And Professional Experience

• Advanced Salesforce Configuration: Experience with complex Salesforce configurations, including setup and customization of workflows, approval processes, and data validation rules. Ability to design and implement scalable solutions that meet business requirements.
• Technical Debt Reduction: Experience with identifying and addressing technical debt in Salesforce applications, including code refactoring, data cleanup, and process optimization. Ability to prioritize and execute technical debt reduction initiatives.
• Integration Architecture: Experience with designing and implementing integrations between Salesforce and other third‑party systems, including data mapping, API development, and error handling. Ability to architect scalable and reliable integrations that meet business needs.