Engineering - Software (Information & Communication Technology)
Established in 1991, Cyient provides engineering, geospatial, design-led manufacturing, and network and operational support services to global industry leaders, including many Fortune 500 clients. We leverage the power of digital technology and advanced analytics capabilities, along with domain knowledge and technical expertise, to solve complex business problems across several industries, including aerospace and defense, industrial, medical, utilities, semiconductor, telecommunications, rail transportation, energy, and natural resources. Our 15,000 associates are located in more than 21 countries, supporting 12 industries, including aerospace, rail transportation, power generation, telecommunications, and medical technology. With a soundtrack record of growth and profitability, we are committed to developing a sustainable society and actively promoting education and inclusive growth initiatives in our local communities.
OVERALL POSITION OBJECTIVE
The Salesforce Field Service Technical Project Coordinator is to deliver exceptional service to the business. This person would thrive on challenges in a high-paced environment, has a passion for Salesforce Field Service Lightning Product and has excellent communication and interpersonal skills as well as be a team player.
In this role, he will be:
* Execute and support Salesforce Field Service Implementation for Utilities Sector
* Great understanding of Salesforce ecosystem
* Initiate Solution level discussions with the customer, able to provide the direction in implementing key Salesforce features
* Develop, configure features on Salesforce Application
* Resolve defects with a proposed fix
* Test the proposed fix in Sandbox and Production
* Formalize the patch release
* Release official fix to business users and/or L1 helpdesk
* Responsible for delivery of high-quality design within given time
* Handling custom integrations, Apex code on Salesforce platform
* Work with team and manager to improve Productivity and Quality.
Key Accountability:
L2/L3 Support:
* Initial analysis on reported issue/problem that have been transferred by First Level Support (L1) team via the agreed communication channels (APA’s ITSM application – ServiceNow)
* Provide the initial acknowledgement to all issues and requests received.
* Perform troubleshooting steps, data fixes, execute SOP based on the context of the Support case/Ticket within the agreed timeframes.
* Manage the severity, priority of the case and communicate the conclusion of the agreeable priority and severity level with business team.
* Get the necessary approvals on production related changes from business which is not previously agreed under SOP (Standard Operation Procedures).
* Adherence to the SLAs (Refer: SLA Section).
* Support during Salesforce releases and communication on the patches and the impact to APA application (Salesforce Platform, Service Cloud, Service FSL), this is done within 2 Weeks after the Pre-release notes and subsequent trailhead training from Salesforce.
* Ensure to create a plan for any minor enhancements, develop the changes in Sandboxes, get the business signoffs, metadata movement to higher environment and final deployments. The team will do the Unit testing for the changes. UAT and SIT to be done by business users.
* Ensure regular performance reviews with APA to manage caseload and ensure quality service delivery in line with customer expectations and as per the agreed SLAs.
* Ensure any enhancement activities require planning, metadata customization, and deployment can be addressed during off-peak time with proper planning. Deployment plan, time, any downtime to systems/component or access issues should be agreed with business and technical team.
* Sandbox refresh is planned for only developer users and on-demand basis.
Quality Control/Assurance:
* Ensure designs meet quality requirements based on Process document and guidelines.
* Ensure the document covers the platform features and how those features impact the current deployments and additional efforts that need to be done to mitigate/absorb/adopt those changes.
* Ensure improved performance & quality service delivery on weekly/monthly basis
* Work effectively as part of the team, with both internal and external key stakeholders.
Key Behaviours, Skills and Experience:
* Bachelor of Engineering Graduation
* Certified Salesforce Administrator, Service Cloud Consultant and Field Service Lightning
* Excellent verbal and written communication skills
* Proficient in MS suite, Word, Excel, Outlook, PowerPoint and SharePoint
* Exposure in the Salesforce Field Service Lightning
* SME level understanding of the following systems:
* vxField
* Oracle Field Service
* ESRI
* ServiceNow Field Service
Benefits and perks
* Unique company culture focused on building interpersonal relationships
* Career and personal development courses
* Flexible working environment
* Health Insurance
* Work-Life-balance
* Rewards & Recognition
Cyient is an Equal Opportunity Employer. Cyient recruits, employs, trains, compensates, and promotes regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, veteran status, and other protected status as required by applicable law. We are proud to be a diverse and inclusive company where our people can focus their whole self on solving problems that matter.
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