Systems Engineer - Salesforce

About the role

The Systems Engineer provides direct end-user support to Gartner's Salesforce CRM community, across multiple business units. The candidate will work directly with the end users, to make sure that they have the right access, knowledge, and data for their job responsibilities. The candidate will also work directly with IT colleagues, to resolve underlying issues, and collaborate on software design changes. This role is primarily focused on Level 2 (L2) Support, handling escalations, advanced troubleshooting, and ensuring stability of Salesforce applications. Salesforce expertise is mandatory, and exposure to Anaplan is a good to have.

Responsibilities

• Provide L2 support to CRM users worldwide while working closely with Engineering teams to maintain the operational integrity of production systems
• Act as an escalation point for L1 support and handle complex incidents and problem management activities
• Provide efficient application support and administration, including incident resolution and problem management follow up based on knowledge articles, SOPs and Run Books
• Configure, support, and provide subject matter expertise for Salesforce's Sales and Service clouds ( Salesforce expertise is mandatory )
• Maintenance and customization users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions
• Perform final Data Mapping and execution of Data import of any approved business requests into CRM
• Create reports and dashboards to perform data analysis and to troubleshoot and fix bugs
• Identify risks, deliver clear documentation, and work directly with internal stakeholders and external vendors to resolve escalations
• Develop and design data insights for monitoring and scaling business processes
• Support AppExchange and integrations that are in place for the Salesforce core org working with other internal and external systems as well as other vendors
• Monitor and address SFDC tasks and tickets within SLA timelines
• Develop and update reports as needed
• Create new reports
• Develop / configure report customizations
• Provide field level access to users
• Update and Create flows in SFDC
• Resolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Identify ticket trends and work towards reducing recurrences
• Identify opportunities to simplify, optimize, and automate business processes.

Requirements

• Bachelor's Degree with a minimum of 2-3 years of Salesforce administration and L2 application/system support experience
• Hands-on Salesforce (SFDC) experience is mandatory
• Experience working on data models with hands-on report and dashboard building to perform data analysis
• Experience understanding business logic
• Proven ability to manage users, data, and security
• Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with keen attention to detail ( especially in L2 support environments )
• Demonstrated proficiency in the use of data management tools such as Data Loader
• Detail-oriented with excellent verbal and written communication skills.
• Bachelor's degree or foreign equivalent degree in Computer Science or a related field required
• Possess strong communication and interpersonal skills.
• Must be familiar with systems scope and projects objectives to ensure design, build and test of a robust system
• Able to work independently or within a team proactively in a fast-paced AGILE-SCRUM environment.
• Strong desire to improve upon their skills in software development, frameworks, and technologies.
• Don't meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.
• Who are we?
• At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.
• Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Additional Information

About Gartner IT: Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.

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