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• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 16th May 2023

•             Work with Business and IT teams to document user stories (requirements), process flows, UAT results, status reports

•             Lead medium to large projects/initiatives in a Salesforce environment

•             Research and resolve production issues, troubleshooting of the Salesforce and batch environments

•             Ad hoc user and SME support

•             Perform Impact Analysis across multiple platforms and applications related to Salesforce changes

•             Work with Salesforce Support

•             Production support and field support

Operations/Production Support:

 

•             Manage Software, Application, System Upgrades, Enhancements and Maintenance - as the business liaison of customer and associate facing systems and applications powered by SFDC.

•             Provide SFDC SME.

•             Support of issues from nationwide regions, centers and AHFC consumers.

•             Develop and maintain reporting to use as a tool for analysis to determine trends, platform/use case performance and call center operational impact that will lead to potential user stories.

•             Maintain quality standard and process documentation and participate in Sprint Reviews and Retrospectives as a key member of the Digital Delivery Center and Scrum team.

User Story Activities:

 

•             Coordinate and complete user story activities to remediate defect, system maintenance, and system enhancements

Documentation:

 

•             Create and maintain support documents including process maps/flows, user stories, acceptance criteria, status reports, work logs for action items, defects, testing scripts, etc.

Project/Key Initiative Support:

 

•             Manage M to L Projects/Initiatives.

•             Ensure a harmonious flow of work among production support and projects.

•             Partner with the Project Teams to align the production support processes for implemented Salesforce projects.

•             Play a key role in the transition from project to production support.

Advance Agile Processes:

 

•             Contribute to the department's agile transformation by adopting agile principles and processes.

 

Musts

 

•             BA/BS degree

•             Three (3) or more years of Salesforce (preferred) or related CRM experience.

•             Experience with CRM (Customer Relationship Management) or account management systems and processes.

•             Must be able to coordinate multiple initiatives simultaneously.

•             Strong organizational skills

•             Must be self-motivated with strong analytical, organizational and project coordination skills.

•             Must have ability to communicate effectively with internal and external customers as well as non-technical and technical personnel.

•             Strong verbal and written communication skills.

•             Ability to manage medium to large projects/initiatives and support extra-large projects/initiatives.

•             Ability to gather/refine complex business requirements, recommend or make decisions on business requirements/interdependencies.

•             Ability to work effectively with AHFC staff, IT staff, 3rd party vendor staff.

•             Ability to interact with other client company's personnel, builds strong relationships at all levels and across all business units and organizations, and understands business imperatives.

•             Prior experience in a team environment and the ability to interface with all levels of management needed.

 

Wants

 

•             Experience in a captive finance, financial services, and/or banking.

•             Excellent customer service and problem-solving skills

•             Adaptable with proven track record of growing responsibilities

•             Working knowledge of Azure DevOps (ADO) or JIRA

•             Agile methodology experience is preferred.