Job Title

The Salesforce Field Service Technical ConsultantCyient Adelaide, South Australia, AustraliaThis range is provided by Cyient. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.Base pay rangeA$87,000.00/yr - A$100,000.00/yrOVERALL POSITION OBJECTIVEThe Salesforce Field Service Technical Consultant 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 SectorGreat understanding of Salesforce ecosystemInitiate Solution level discussions with the customer, able to provide the direction in implementing key Salesforce featuresDevelop, configure features on Salesforce ApplicationResolve defects with a proposed fixTest the proposed fix in Sandbox and ProductionFormalize the patch releaseRelease official fix to business users and/or L1 helpdeskResponsible for delivery of high-quality design within given timeHandling custom integrations, Apex code on Salesforce platformWork with team and manager to improve Productivity and Quality.Key AccountabilityDescriptionL2/L3 SupportInitial analysis on reported issue/problem that have been transferred by First Level Support (L1) team via the agreed communication channels (APAs ITSM application ServiceNow)Provide the initial acknowledgement to all issues and requests receivedPerform troubleshooting steps, data fixes, execute SOP based on the context of the Support case/Ticket within the agreed timeframesManage the severity, priority of the case and communicate the conclude the agreeable priority and severity level with business teamGet 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 SalesforceEnsure to Create 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 SLAsEnsure Any enhancement activities require planning, metadata customisation 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 teamSandbox refresh is planned for only developer users and on-demand basis.Quality Control/AssuranceEnsure designs meets quality requirements based on Process document and guidelinesEnsure the document covers the platform features and how those features impact the current deployments and additional efforts that needs to be done to mitigate/absorb/adopt those changesEnsure improved performance & quality service delivery on weekly/monthly basisDrive best practice in line with company Framework and BESt PracticesEnsure the provision of consistently high-quality services to our customers;Work effectively as part of the team, with both internal and external key stakeholders.Area of Activity% of time / weightingL2/L3 Support80%Quality Control/Assurance20%Key RelationshipsSite Access TeamsClient i.e., customers and team membersAPA techs, service delivery, external contractors and customersDeliveryKey Behaviours, Skills and ExperienceBachelor of Engineering GraduationCertified Salesforce Administrator, Service Cloud Consultant and Field Service LightningExcellent verbal and written communication skillsExposure in the Salesforce Field Service LightningProficient in MS suite, Word, Excel, Outlook, PowerPoint and SharePointCapability of working autonomously and in teams collaborativelyStrong attention to detailAbility to prioritise tasksSME level understanding of the following systemsvxFieldOracle Field ServiceESRIPrevious experience in a similar role (or) having hands-on experience on above mentioned systemsProduct Knowledge and Industry ExperienceSeniority levelAssociateEmployment typeFull-timeJob functionInformation Technology#J-18808-Ljbffr