Offer summary

Qualifications:

Bachelor's degree in Information Technology, Business, or a related field preferred., 6-8 years of experience with Salesforce Service Cloud., 5+ years of advanced Salesforce Administrator experience., Proficient in Salesforce application integrations and customer service processes..

Key responsabilities:

Partner with business and engineering teams to analyze automation opportunities and develop implementation plans.

Provide production support for business users and manage application configuration.

Drive customer-centric communications and influence decisions with stakeholders.

Analyze application issues and perform data analysis using appropriate tools.

Job description

Job Title: Application Manager - Salesforce Service Cloud

Location: United States -Remote

*This position is remote and not eligible for relocation. All positions must reside within the country listed within this job description.

*Looking for candidates from Top Tier companies and more than 10+ years of experience. We can look for Architects/Tech Leads too

The Screen selected candidates will have an online test as the 1^st step in interview process

Job Title: Application Manager - Salesforce Service Cloud

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

About the Role:

As an Application Manager, you'll play a key part in supporting mission-critical applications for our internal customers, ensuring exceptional technical support, customer service, and timely issue resolution. You'll need a versatile skill set to manage a broad range of applications within our client's engineering products. We're seeking candidates who are passionate about technology, committed to outstanding customer service, and thrive in a fast-paced environment.

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else.

About You:

Familiar with end-to-end Customer/IT support processes
Adjusts easily to new or changing circumstances.
A collaborative utility player mentality (low ego) with a proactive sense of curiosity
Focuses on achieving results that promote business success.
Demonstrate proactive and professional communication skills with all stakeholders and partners
Maintain a professional, adaptable, and respectful manner
Provide high quality service to all users

Responsibilities:

Partner with business teams, engineering teams and vendors to analyze future areas for automation and develop implementation plans
Provide production support for the CS/CX business users
Drive business-user/customer-centric communications to effectively communicate with related teams and influence decisions with customers
Be responsible for supporting and configuration of a single application / module
Collaborate with various squad team members, understand business requirements (BRD), business risks, deliver clear PRD documentation
Drive business-user / customer-centric communications to effectively communicate with related teams and influence decisions with customers and senior leadership
Work with vendor support for escalations
Demonstrate leadership analyzing and reporting out root cause analysis, proactively escalate trending issues
Track key application metrics, drive insights to measure results against goals
Provide inputs to the roadmap, suggest features for applications, work with vendors and engineering to implement
Analyze application issues, addressing configuration, implementation, and function or process failures
Prioritize independently using predefined criteria, deliver a set of tasks or a small / medium project
Partner with data team to determine how topic trends can be used for wider organizational insights
Proactively reach out for help when blocked on assigned tasks
Write complex queries and perform data analysis using appropriate application tools
Understand functional area data models

Your Expertise:

Bachelor's in Information Technology, Business or a related field preferred
6-8 years of Salesforce Service Cloud experience
5+ years of Advanced Salesforce Administrator experience
Proficient experience using Salesforce application integrations with Salesforce API, webservices and 3rd party tool APIs
End to end understanding of data/access updates, batch jobs and debugging
Working knowledge of customer service, customer support and customer experience processes
Deep technical understanding of applications and business processes, product architecture and integrations
Understanding of cross application dependencies and workflows
Hands-on experience integrating customer support platforms with other partner/vendor, customer experience and chatbot solutions such as Medallia, ADA, using APIs and asynchronous integration methods
Experience in exchanging data with applications using XML, XLS/CSV/TXT. flat files and delimited files
Professional fluency in English, both written and verbal (required)

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.

Required profile