About the business:

Established in 1991, Cyient provides engineering, geospatial, design-led manufacturing, and network and operational support services to global industry leaders, including many Fortune 500 clients. We leverage the power of digital technology and advanced analytics capabilities, along with domain knowledge and technical expertise, to solve complex business problems across several industries, including aerospace and defense, industrial, medical, utilities, semiconductor, telecommunications, rail transportation, energy, and natural resources. Our 15,000 associates are located in more than 21 countries, supporting 12 industries, including aerospace, rail transportation, power generation, telecommunications, and medical technology. With a soundtrack record of growth and profitability, we are committed to developing a sustainable society and actively promoting education and inclusive growth initiatives in our local communities.

OVERALL POSITION OBJECTIVE

The Salesforce Field Service Technical Consultant is to deliver exceptional service to the business. This person would thrive on challenges in a high paced environment, has a passion for Salesforce Field Service Lightening Product and has excellent communication and interpersonal skills as well as be a team player.

In this role, he will be:

· Execute and support Salesforce Field Service Implementation for Utilities Sector

· Great understanding of Salesforce ecosystem

· Initiate Solution level discussions with the customer, able to provide the direction in implementing key Salesforce features

· develop, configure features on Salesforce Application

· Investigate, troubleshoot, triage reported defects

· Resolve defects with a proposed fix

· Test the proposed fix in Sandbox and Production

· Formalize the patch release

· Data fixes, Standard Operation Procedures, User Management

· Release official fix to business users and/or L1 helpdesk

· Responsible for delivery of high-quality design within given time

· Deliver cost effective design solutions

· Handling custom integrations, Apex code on Salesforce platform

· Work with team and manager to improve Productivity and Quality.

Key Accountability

Description

L2/L3 Support

Initial analysis on reported issue/problem that have been transferred by First Level Support (L1) team via the agreed communication channels (APA’s ITSM application – ServiceNow)

Provide the initial acknowledgement to all issues and requests received

Performing troubleshooting steps, data fixes, execute SOP based on the context of the Support case/Ticket within the agreed timeframes

Manage the severity, priority of the case and communicate the conclude the agreeable priority and severity level with business team

Get the necessary approvals on production related changes from business which is not previously agreed under SOP (Standard Operation Procedures)

Adherence to the SLAs (Refer: SLA Section)

Support during Salesforce releases and communication on the patches and the impact to APA application (Salesforce Platform, Service Cloud, Service FSL), this is done within 2 Weeks after the Pre-release notes and subsequent trailhead training from Salesforce

Ensure to Create plan for any minor enhancements, develop the changes in Sandboxes, get the business signoffs, metadata movement to higher environment and final deployments. The team will do the Unit testing for the changes. UAT and SIT to be done by business users.

Ensure Regular performance reviews with APA to manage caseload and ensure quality service delivery in line with customer expectations and as per the agreed SLAs

Ensure Any enhancement activities require planning, metadata customisation and deployment can be addressed during off-peak time with proper planning. Deployment plan, time, any downtime to systems/component or access issues should be agreed with business and technical team

Sandbox refresh is planned for only developer users and on-demand basis.

Quality Control/Assurance

Ensure designs meets quality requirements based on Process document and guidelines

Ensure the document covers the platform features and how those features impact the current deployments and additional efforts that needs to be done to mitigate/absorb/adopt those changes

Ensure improved performance & quality service delivery on weekly/monthly basis

Drive best practice in line with company Framework and BESt Practices

Ensure the provision of consistently high-quality services to our customers;

Work effectively as part of the team, with both internal and external key stakeholders.

Area of Activity % of time / weighting

L2/L3 Support 80%

Quality Control/Assurance 20%

Key Relationships

Site Access Teams

Client i.e., customers and team members

APA techs, service delivery, external contractors and customers

Delivery

Key Behaviours, Skills and Experience

Bachelor of Engineering Graduation

Certified Salesforce Administrator, Service Cloud Consultant and Field Service Lightening

Excellent verbal and written communication skills

Deliver excellent cost-effective designs

Exposure in the Salesforce Field Service Lightening

Proficient in MS suite, Word, Excel, Outlook, PowerPoint and SharePoint

Capability of working autonomously and in teams collaboratively

Strong attention to detail

Ability to prioritise tasks

Strong time management skills

SME level understanding SME understanding of the following systems

Mobile Workforce Management

Field Service Lighting

vxField

Maximo

Oracle Field Service

ESRI

Previous experience in a similar role (or) having hands-on experience on above mentioned systems

Product Knowledge and Industry Experience

Cyient is an Equal Opportunity Employer. Cyient recruits, employs, trains, compensates, and promotes regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, veteran status, and other protected status as required by applicable law. We are proud to be a diverse and inclusive company where our people can focus their whole self on solving problems that matter.