The Salesforce Service Cloud Consultant with Integration and Force.com experience will work within the pre-deploy design and configuration function of the RCI Salesforce Systems business team.
The Salesforce Service Cloud Consultant maintain a blend of responsibilities that span the spectrum of Service cloud configuration, Communities and Force.
com development. Responsibilities include (but are not limited to) :
Participating in strategic and tactical planning discussions to continuously improve the salesforce.com platform
Participating in integration designs and developments
Configuring and maintaining the functional objects of Service Cloud
Creating and managing workflow rules, data validations, triggers, and object customizations where required / appropriate
Creating and maintaining reports and dashboards
Customizing service cloud fields, page layouts, record types, searching, list views, etc (which may include, where appropriate, using Visualforce and / or Apex)
Managing operational requests and assisting in the escalated resolution of support issues, working with diverse user groups when required
Creating and maintaining system interface diagrams, functional designs, and technical specifications
Proactively identifying production risks and creating actionable mitigation plans
Participating in the Agile development process where applicable / appropriate
The Service Cloud administrator will work alongside their fellow Salesforce team to understand and proactively monitor all aspects of the Service Cloud configuration.
Where applicable and necessary, she / he will collaborate with internal / external Salesforce Architects / Integrators solutions and / or other internal data / technical associates when the complexity of identified solutions warrants it.
The successful candidate will work with key stakeholders to execute configuration & development changes derived from specific RCI initiatives or resulting from Salesforce platform releases / upgrades.
Education : Graduate (Technology is preferred) with relevant work experience.
Technical Requirements : Certified Salesforce Administrator and Certified Service Cloud Consultant with Integration and Community Cloud work experience is preferred.
Knowledge and Skills :
Minimum 4 to 5 years' experience in Salesforce Service Cloud Administration with Force.com (Apex classes, triggers and Visual force) implementation is preferred
Strong exposure to integrations to external systems through middleware
Experience working on Communities, Marketing Cloud knowledge added asset
Deep understanding of Salesforce.com technical requirements, system configuration, user requirements and all related policies and procedures
Experience working with workflows and triggers to automate tasks
Experience creating custom objects and / or apex pages considered an asset
Ability to work / meet deadlines
Excellent verbal and written skills