Package Specialist-Salesforce Technical Operations

Introduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Your Role And Responsibilities
As a Package Specialist for Salesforce Technical Operations, you will perform application support and management tasks to ensure continued and synchronized functionality. This role involves providing 24x7 application support coverage, implementing platform upgrades, and performing user administration tasks.
Your Primary Responsibilities Will Include
Application Monitoring and Support: Perform application monitoring for jobs and processes using direct access of logs and platform admin console or use of tools like AI Ops. Manage the incident lifecycle and own it until closure and satisfaction of originator.
Code Migration and Management: Manage code migration across environments to ensure continued and synchronized functionality. Keep a record of configuration changes and schedule application updates.
User Administration: Perform user administration tasks like creation, deletion, modification, profile updates, password resets, etc.
Performance Maintenance: Ensure application performance to expected levels through proactive and preventive maintenance.
Metrics and Reporting: Prepare and collate metrics of tasks, incidents, and environment change actions performed.
Preferred Education
Master's Degree
Required Technical And Professional Expertise
Salesforce Application Support: Experience with application monitoring using logs, platform admin console, and tools like AI Ops to identify and resolve issues.
Code Migration and Management: Experience with managing code migration across environments, ensuring continued and synchronized functionality, and maintaining records of configuration changes.
Incident Lifecycle Management: Experience with managing the incident lifecycle, owning incidents until closure, and ensuring originator satisfaction.
User Administration: Experience with user administration tasks, including creation, deletion, modification, profile updates, and password resets.
Platform Upgrade Implementation: Experience with implementing platform upgrades and performing regression testing to ensure smooth operations.
Preferred Technical And Professional Experience
Exposure to ITIL Framework: Familiarity with ITIL framework for incident, problem, and change management is beneficial for this role.
Knowledge of Salesforce APIs: Understanding of Salesforce APIs and their usage in integration with other applications is advantageous.
Familiarity with Agile Methodologies: Exposure to agile methodologies and version control systems can be helpful in managing code migration and deployment.

Work arrangement
Hybrid