Package Specialist-Salesforce Functional Operations

IBM; San Francisco (CA); Remote; USD 120,000 - 160,000; Full time

Job summary

IBM Consulting is seeking a skilled Package Specialist for Salesforce Functional Operations to analyze and support complex Salesforce issues, drive productivity improvements, and enhance application health. You will work with stakeholders to ensure seamless functionality and continuous improvement across Salesforce implementations.

Role is remote within the United States; travel not required. Strong analytical, troubleshooting, and communication skills are essential to optimize report changes,

Qualifications

• In-depth analysis and support for Salesforce application issues including root cause analysis.
• Troubleshoot and resolve defects and incidents in Salesforce environments.
• Configure and customize Salesforce apps, including reports and object data changes.
• Communicate technical info to stakeholders with metrics and SLA awareness.

Responsibilities

• Analyze issues beyond L1.5 support, provide functional detail, and shift incidents left.
• Perform problem management to identify root causes and preventive plans.
• Implement minor enhancements like report changes and data modifications per client requests.
• Represent the team to stakeholders with metrics and ensure SLA compliance.
• Identify opportunities to improve application health and automate use cases.

Skills

Salesforce Application Support

Technical Troubleshooting

Problem Management

Salesforce Configuration

Stakeholder Communication

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.

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 issues, collaborating with stakeholders to ensure seamless functionality. You will also identify opportunities for productivity enhancements and contribute to the continuous improvement of application health.

Your Primary Responsibilities Will Include

• Analyze Application Issues: Perform deep analysis of issues not resolvable by L1.5 team, providing functional details and shifting left of incidents and requests to support the L1.5 team.
• Problem Management: Perform problem management tasks, including identifying root causes of application errors, and establish plans to prevent future occurrences.
• Enhance Application Functionality: Perform minor enhancement activities, such as report changes and modifying data in objects, based on client requests and self-assessment of impacts.
• Stakeholder Management: Represent the support team to stakeholders, providing metrics and ensuring SLA compliance, and manage stakeholders and users to map processes and use cases.
• Improve Application Health: Identify opportunities for productivity enhancements and assist in automation of use cases, focusing on application health improvements, such as tech debt reduction and code quality improvement.

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

Required Technical And Professional Expertise

• Salesforce Application Support: Experience with providing in-depth analysis and support for application issues, including performing root cause analysis and resolving complex problems.
• Technical Troubleshooting: Experience with troubleshooting and resolving technical issues related to Salesforce applications, including identifying and resolving defects and incidents.
• Problem Management: Experience with problem management tasks, including identifying root causes of application errors and establishing plans to prevent future occurrences.
• Salesforce Configuration: Experience with configuring and customizing Salesforce applications, including creating reports and modifying data in objects.
• Stakeholder Communication: Experience with communicating technical information to stakeholders, including providing metrics and ensuring SLA compliance.

Preferred Technical And Professional Experience

• Salesforce Product Integration: Experience with integrating Salesforce products and third-party applications, including analyzing and resolving integration issues.
• Advanced Troubleshooting: Experience with advanced troubleshooting techniques, including debugging and resolving complex technical issues related to Salesforce applications.
• Code Quality Improvement: Experience with improving code quality, including optimizing code coverage and reducing technical debt.