Package Specialist-Salesforce Technical Operations

IBM; Baton Rouge (LA); On-site; USD 95,000 - 150,000; Full time

Job summary

IBM Consulting is seeking a Package Specialist for Salesforce Technical Operations to provide applications support and manage the incident lifecycle, ensuring continuous and synchronized functionality. You will operate in a shift model to provide 24x7 coverage and implement platform upgrades and regression testing.

Responsibilities include incident lifecycle ownership, application monitoring, code migration, user administration, and performance metric tracking to drive improvements across

Qualifications

• Salesforce Application Support with full incident lifecycle experience.
• Tech troubleshooting using logs, console, or AI Ops.
• Code migration across environments and change records.

Responsibilities

• Own incident lifecycle from initiation to closure with timely resolution.
• Monitor applications and prevent downtime using logs and admin tools.
• Manage code migration across environments and schedule updates.
• Perform user administration (create/delete/modify accounts, reset passwords).
• Compile metrics on tasks, incidents, and environment changes.

Skills

Salesforce Application Support

Incident Lifecycle

Application Monitoring

Code Migration

User Administration

Performance Metrics

Technical Troubleshooting

Platform Administration

Root Cause Analysis

AI Ops

Education

Bachelor's Degree

Tools

AI Ops

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.

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 Technical Operations, you will provide application support and manage the incident lifecycle to ensure continued and synchronized functionality. You will operate in a shift model to provide 24x7 application support coverage and implement platform upgrades and regression testing.

Your Primary Responsibilities Will Include

• Manage Incident Lifecycle: Own the incident lifecycle from initiation to closure, ensuring timely resolution and satisfaction of the originator. This includes documenting incident reports, performing root cause analysis, and implementing corrective actions.
• Application Monitoring: Perform application monitoring using direct access of logs and platform admin console or tools like AI Ops to identify potential issues and prevent downtime.
• Code Migration: Manage code migration across environments to ensure continued and synchronized functionality, including scheduling application updates and maintaining records of configuration changes.
• User Administration: Perform user administration tasks such as creation, deletion, modification, profile updates, and password resets to ensure seamless user experience.
• Performance Metrics: Prepare and collate metrics of tasks, incidents, and environment change actions performed to measure application performance and identify areas for improvement.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Salesforce Application Support: Experience with managing incident lifecycles, including documenting incident reports, performing root cause analysis, and implementing corrective actions to ensure timely resolution and satisfaction of the originator.
• Technical Troubleshooting: Experience with application monitoring using direct access of logs and platform admin console or tools like AI Ops to identify potential issues and prevent downtime.
• Code Management: Experience with managing code migration across environments to ensure continued and synchronized functionality, including scheduling application updates and maintaining records of configuration changes.
• Platform Administration: Experience with user administration tasks such as creation, deletion, modification, profile updates, and password resets to ensure seamless user experience.
• Performance Analysis: Experience with preparing and collating metrics of tasks, incidents, and environment change actions performed to measure application performance and identify areas for improvement.
• 5-7 years’ experience as a Package Specialist for Salesforce Technical Operations

Preferred Technical And Professional Experience

• Platform Upgrade Expertise: Experience with implementing platform upgrades and regression testing to ensure seamless integration and minimal downtime. This includes analyzing upgrade requirements, developing test plans, and executing upgrades.
• Advanced Troubleshooting Skills: Experience with using AI Ops and other advanced tools to identify and resolve complex technical issues, improving overall application performance and reducing downtime.
• Environment Management: Experience with managing multiple environments, including scheduling application updates, maintaining records of configuration changes, and ensuring continued and synchronized functionality.