IT Support / Production Support

Description:Works with key stakeholders within all business functions to align technology solutions with business strategiesAdministration of the Salesforce environment; responsibilities include customizing and implementing profiles, roles, security settings, sharing rules, applications, custom objects, custom fields, page layouts, workflow, validation rules, approvals, dashboards, reports, etc.Driving the innovative use of Salesforce.com as a productivity tool and business platformInterfacing with end users to understand feature requirements and/ or address support issues and working collaboratively with our Analyst and Development teams on more complex requests & issues.Maintaining & enhancing visual layouts, workflow rules and business logic to enhance business processes and improve user experience.Deploying Salesforce meta-data between non-production and production environments using appropriate toolsCreating documentation, maintaining standardization and looking for ways to continuously improve processes & procedures.Developing, launching and managing in-depth dashboards and reports for all team functions at both management and individual levelsRemaining current on Salesforce.com best practices and technologies and advising on these practices for Salesforce based solutions.Providing support to Salesforce users in all groups to resolve issues with Salesforce and related applications.Working with Salesforce.com support to troubleshoot issues and maintain smooth operation and performance of the platform.Provide additional Support for on-prem application besides SalesForce.Serve in primary and secondary production support rotations, approx one week for every 8 weeks.Education/Experience:Bachelor's degree in a technical field such as computer science, computer engineering or related field required. MBA or other related advanced degree preferred4-6 years experience requiredLevel 2 production operations application technical support for internal/external customers.SPECIALIZED KNOWLEDGE & SKILLSAbility to Identify, analyze, and interpret basic batch and application failures in a 24/7 Production support environment carrying primary pager during production primary rotation including weeknights, weekends, and holidays.Customer Focused: The tasks performed by this candidate involve efficient resolution of customer issues via MyServices/Service Now or equivalent ticketing system for applications.Must be proficient in technical troubleshooting and effectively communicating and engaging with customer; both verbal and written.Ability to perform log and data analysis to identify issues.Hands on experience with UNIX, web server, Web application server, Java language, Oracle, and Autosys application.Develop, maintain, and troubleshoot, Modules and MySQL DB.Research Java, Website support using content management systems, J2EE, HTML, JSP and/or database related issues and provide technical solutions in a timely manner.Monitor production scripts and log files to proactively identify and resolve potential issues.Run reports for clients and internal customers.Experience in fast-paced production environment and ability to handle multiple problems at the same time with changing priorities.A high level of interpersonal and verbal communication skills necessary to relate to other people at their systems knowledge levelAbility to analyze complex situations and problems and do the necessary research using multiple sources of information to arrive at innovative solutionsAWS Cloud certification a plusCertified Salesforce.com Administrator (ADM-201) is highly preferred.Experience with Acqual/Drual administration is a plus.Coveo knowledge a plusTop 3 skills:24x7 Production Support ExperienceIT Infrastructure (Unix/Linux/Wintel background)AWS Cloud platformPreferred, Not required:Salesforce Cloud PlatformAcquia Cloud PlatformOracle, MySql, PostgresDB