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Job Category
Software Engineering
Job Details
About Salesforce
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Business Technology connects people and technology to transform the future of work at Salesforce. Guided by our core values of Trust, Customer Success, Equality, Innovation, and Sustainability, we deliver business outcomes that fuel growth, drive competitive advantage, and empower our employees and customers globally. BT's scope stretches beyond traditional IT: We are also strategic partners, advocating for the best outcomes for our customers and always innovating!
We oversee technology strategy, Salesforce on Salesforce, customer and partner enablement, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. We are Customer Zero, the best example of Salesforce products delivered globally, at scale, sustainably.
Salesforce Business Technology is looking for a Senior Enterprise Operations Engineer (SMTS) to join our eCommerce team providing self-service capabilities to our stakeholders and customers. You will be working with a group of extraordinary engineers, architects, and product managers to build scalable features and integrations on the Salesforce, Mulesoft, Commerce Cloud, and AWS platforms. Come grow with us in an environment where professional development is encouraged, volunteerism is the norm, and innovation is a daily occurrence. We value Trust, Scale, and Integration. We relentlessly pursue these values with the help of modern, lean, and self-governing Scrum teams.
Role Description:
- Lead and run service restoration for major incidents and oversee root cause analysis ensuring swift response and resolution with a solid focus on customer satisfaction and efficient task execution to uphold SLA
- Serve as the central point of contact for systems analysts concerning service-related issues, facilitating efficient communication and issue resolution.
- Participate as an active member of engineering scrum teams to troubleshoot, develop, and deploy applications on Salesforce and Mulesoft platforms
- Engage leadership, stakeholders, and technical groups during issue resolution to champion communication and collaboration, ensuring timely and relevant information flows smoothly regarding service status updates, quality metrics, improvement plans, and training opportunities.
- Performs review of incidents, problems, availability, disaster recovery tests, business continuity plans, and technology attributes fall within your purview, promoting culture of continuous improvement.
- Execute on critical processes and activities underpinning service operations, such as Incident Management, Problem Resolution, Change Management, Availability Management, Disaster Recovery Planning, Business Continuity, Audit & Compliance, Event Management, and Configuration Management.
- Understands all aspects of Salesforce configuration and technical/functional capabilities, including all changes and potential system implications related to ongoing releases
- Implement and maintain monitoring and alerting services to proactively identify issues
- Maintains operational and system documentation on Salesforce policies/procedures
- Actively transfers knowledge throughout organization, participates in knowledge sharing projects to develop best practices, leads knowledge sharing sessions, and mentors junior staff and new hires
- Perform tasks related to the day-to-day operations of several large implementations of Salesforce including managing user access, sharing model, creation and maintenance of custom objects and fields, handling bulk data migration, workflows, validation rules, page layouts, and troubleshooting of Apex and integrations
- Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls
Qualifications:
- 6+ years previous Salesforce application development and support troubleshooting with a minimum 300-seat environment handling all aspects of CRM, case management and platform maintenance
- 4+ years of experience programming or supporting in Triggers , Apex Code and Visualforce Pages with solid understanding of design patterns
- Experience with Salesforce developer toolkit including Force.com IDE, Migration Tool and Web Services
- Experience with Java and J2EE related technologies
- Excellent understanding of Salesforce's Web Services
- Good understanding of Salesforce SOQL, SOSL and security model
- Experience with database concepts and data modeling capabilities
- Experience with Web Development using HTML, CSS and Javascript
- Understanding of best practices regarding Salesforce implementations, including design patterns, release management, deployment strategies, and testing best practices
- Shown ability to handle overall business initiative or several components of a large, complex project with direct experience in Agile and Scrum;
- Good project management skills with ability to juggle multiple projects/tasks across various user groups
- Ability to engage with emotional intelligence as required to avoid conflicts with customers based on personality differences and to make suggestions in a manner that is more likely to result in a desired outcome
- Must be a self-starter and Salesforce enthusiast who thrives with working in fast-paced environment
- Strong team player with service-oriented attitude and customer focus
- Familiarity with SOX protocols, Change Management and Release Management principles and processes
- Bachelor's Degree or equivalent experience in Computer Science or other related technical field
- Salesforce Administrator (201), Salesforce Advanced Administrator (211), and Salesforce Platform App Builder (401) certifications
Preferred:
- Master's degree or equivalent experience in relevant business or technical field
- Sales, Experience, or Service Cloud Certification(s)
- Industry experience working with Mulesoft platform
- Experience with sandbox and production deployments
- Experience with HTML/XHTML, jQuery, Javascript, AJAX, SQL, SOAP, REST, JSON, Apex, SOQL
In office (Atlanta, GA, Dallas, TX or Indianapolis, IN) expectations are 10 days/a quarter to support customers and/or collaborate with their teams
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