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 an Application Developer specializing in Salesforce, you will configure and administer the Salesforce platform, leveraging your expertise to ensure seamless workflow and integration with enterprise applications. Your proficiency in Salesforce development and maintenance will enable you to handle various aspects of the platform. Your primary responsibilities will include:
- Ensure all support tickets (Incidents/Service Requests) are resolved within agreed timelines.
- Mentor L1/L2 support staff and act as the escalation point for complex technical issues.
- Ensure team delivers independently without any dependencies on NEE SMEs
- Identify and fix recurring bugs to reduce overall ticket volume.
- Enforce security standards, data integrity, and best practices across Flows and Apex.
- Drive continuous improvement and automation leveraging Agent Force, NEE AI etc. with measurable productivity improvements.
- Provide weekly/monthly health metrics (MTTR, ticket trends) to stakeholders.
Required Technical And Professional Expertise
A Salesforce AMS Support must have skills and experience with:
- Experience: 7+ years in Salesforce; 2+ years in a lead or support-specific role.
- Technical: Expert in Flows, Validation Rules, and Security; ability to debug Apex/LWC.
- Tools: Proficiency in Jira/ServiceNow, along with Salesforce.
- Frameworks: Strong understanding of ITIL processes (Incident, Problem, Change).
- Certs: Salesforce Administrator + Service Cloud or Platform App Builder preferred.
Preferred Technical And Professional Experience
- Proficiency in LWC: Exposure to utilizing LWC to enhance the Salesforce platform, applying knowledge of CRM principles to ensure a smooth and efficient workflow.
- CRM Principles Knowledge: Exposure to applying CRM principles to ensure a seamless integration with enterprise applications, and experience in handling various aspects of Salesforce.com development and maintenance.
- Eclipse/Force.com IDE Skills: Exposure to utilizing the Eclipse/Force.com IDE to develop, test, and deploy Salesforce solutions, ensuring high-quality results.
