SR. SALESFORCE SUPPORT DEVELOPERS

Provides and takes ownership of L2/L3 support to end users on Customer Relationship Management (CRM) and associated applications

This would be done either directly by the consultants or (especially for L3 support) through the ICT Division s Salesforce team


Performs Salesforce administrative tasks, such as user maintenance, security settings and conducts regular security/configuration audits


Creates and maintains documentation on processes, policies, application configuration, user support materials and systems operational manuals and documents


Supports in data analysis and management, including data de-duplication/cleanup

Audits, uncovers and resolves data integrity issues


Works with large data volumes for data migration, data update/correction by using Apex Data loader, or associated tools


Conduct root cause analysis (RCA) and provide permanent fixes for recurring problems


Creates and trains users in the creation and maintenance of Reports and Dashboards in Salesforce


Performs analysis and diagnosis of systems problems, including debugging of codes and proactively identifying areas for process improvement and automation


Proactively monitors applications and ensures stability and availability of the production environment by responding to alerts


Assists in post-implementation and continuous improvement efforts to enhance and optimize the CRM platform and associated applications


Follows established change management strategies to identify changes required in the systems and communicates to the users in advance to ensure smooth operations of the systems


Supports the global Salesforce delivery team in the production of release notes in the upgrade and enhancement of production environment


Works closely with end users to understand business requirements for any support requests/enhancements

Add the request in Dev Ops, elaborate the requirement


Responsible for applying core managed packages enhancement in the corresponding orgs

Support IG business analyst in analyzing data and implementing solutions


Be part of global development operations and technical teams and participate in agile delivery (enhancement, new features, etc)


Maintain detailed documentation of troubleshooting steps, resolutions, and system configurations


Manages daily workload and maintains Service Level Agreement (SLA) to provide quality services to end users

Also, responsible for establishing and maintaining a measurable, automated incident management process (eg, on the ServiceNow corporate platform)

The skills and experience required for the Senior Salesforce Support Developer are:

A University degree in computer science, software engineering, information technology management or related field is required

Bachelors degree in information technology or related field is required


A minimum of five years of progressively responsible and relevant work experience

Experience working in a UN organization is an asset


Fluency in English is required


Deep understanding of the Salesforce platform (Sales Cloud, Marketing Cloud, Community cloud)

Experience with non-profit success pack and NPSP Data model and key processes


One of more salesforce certification Certificated as Platform Developer II or Data Architect or Not for Profit Consultant) is required
Experience with non-profit success pack and NPSP Data model and key processes is required
Hands-on experience with Salesforce APIs (REST, SOAP, Bulk API, etc) is required
Experience integrating Salesforce with third-party applications, websites, and payment gateways (eg, Stripe, WsPay, Cybersource, etc)

is required
Proficiency in tools such as Postman, Workbench, and integration middleware (Azure iPaaS, MuleSoft, etc)


Strong troubleshooting and debugging skills and ability to troubleshoot in production environment will be advantageous
Experience with SES CORE is desirable
5+ years experience in application support and development within a global model

Experience of working and supporting web applications such as Drupal and SharePoint are an asset


Experience with ITIL and Service Management


Experience of working and managing Salesforce app exchange packages


Strong ability to conduct root cause analysis (RCA) and provide permanent fixes for recurring problems


Proven ability to work effectively under pressure and able to adept the changing priorities and to work both independently and collaboratively as part of a global distributed team