Genpact
Location
Hyderabad | India
Job description
Principal Consultant - ITO069757
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
We are inviting applications for the role of Principal Consultant- SFDC support - Application Support L3!
In this role, you will be a part of the Cora support team who will take ownership of customer issues reported and see problems through to resolution
· Take ownership of customer issues reported and see problems through to resolution.
· Research, diagnose, troubleshoot and identify solutions to resolve customer issues
· Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
· Provide prompt and accurate feedback to customers
· Ensure proper recording and closure of all issues
· Prepare accurate and timely reports
· Post patching issue this gets more people to apply fo job role resolution. Provide and document RCA & corrective actions on repetitive issues for permanent fix, Provide Guidance and Support to other IT Team Knowledge Management Process; Provide resolution notes for new issues or work-around; keep team members and team lead aware of changes. Build, develop & maintain update user self-help documentation and quick reference guides for frequently asked questions about the application.
· Enable the users to handle activities by their own
· Bachelor's/Graduation/Equivalent Preferred qualifications in IT (B.Tech, B.Sc. IT, B.C.A., M.C.A.)
· Salesforce knowledge is MUST. Must be able to SUPPORT Application built on Salesforce Platform and integrated with various systems viz SAP, Webservice, API Integration, middleware.
· Managing Salesforce Schedular Jobs, Apex Jobs, SOQL, Process Builder, Custom Object, Reports, Data Loader, Permissions & profile, Audit, Debug application
· Must know Support process, Issue Management, Ticket Management
· Good Understanding of Salesforce platform (Admin and Code level understanding, Salesforce Email/API Limits)
· Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.
· Excellent customer facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports and resolving impediments. The person should have a technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.
· Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of overall status
· Ability to drive compliance & process adherence
Job tags
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