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.
Required education
High School Diploma/GED
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.
OTHER RELEVANT JOB DETAILS
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
