Salesforce Onshore Support Lead
New York, NY

Job Description

Responsibilities

Role Purpose

The purpose of the onshore support lead is to coordinate and resolve system issues in the existing production portfolio of Salesforce applications for the TV Ad Sales and Local owned Stations organizations in New York, NY.

Responsibilities

* Provide operational management support and supervise Salesforce incident/maintenance activities
* Prioritize daily activities of the team and QC work on critical and high priority tickets
* Ability to multi-task and meet deadlines within agreed-upon time frame.
* Ensure customer service requests (tickets) are handled timely and completely.
* Review and triage production support tickets to determine next steps, route tickets to the correct collaborating team, and follow-up to completion. This may involve taking on the ticket yourself or assigning it to the offshore team for resolution.
* Support ongoing Salesforce administration functions in all environments
* Provide support metrics on a weekly and monthly basis

Qualifications/Requirements

Basic Qualifications

4-year degree.

Salesforce Administrator Certification

Minimum 2-3 years of experience working as a Salesforce administrator.

5-7 years of experience working as an IT professional in an a SDLC framework

Eligibility Requirements

Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered (note job #)

Must be willing to work in New York, NY.

Must have unrestricted work authorization to work in the United States.

Must be 18 years or older

Must be willing to provide support during non-business hours as needed

Desired Characteristics

Ability to analyze existing custom applications in the Sales force Platform utilizing custom objects, Apex classes, triggers, Visual Force pages, Lightning components, and SOQL.

Ability to work with Business users to gather complete requirements and ensure that tickets are Dev ready for the production support team.

Ability to work in a highly collaborative Agile environment with multiple Development teams

Ability to review code in development sandbox environments and provide direction to offshore production support teams

Must be able to utilize Data Loader or other ETL tools to insert/update data from ancillary applications.

Familiar with Eclipse IDE, GIT, and Urban Code, Jenkins or some other software deployment tool to review deployments with the offshore deployment leads.

Strong MS Office suite skills; particularly MS Excel for scrubbing and analyzing data for different Sales Force applications.

Strong interpersonal skills to facilitate communication and inclusion amongst team mates.

Strong problem-solving skills matched with the ability to articulate solutions to other team members.

Excellent and clear verbal and written communication skills to facilitate understanding of tasks by the offshore team.

Entertainment experience in Television Ad Sales and affiliates is a plus.