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Service Desk Manager

3.00 to 8.00 Years   Pune   03 Nov, 2020
Avalara Technologies Private Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaNetwork / System Administration,General / Other Software
EmploymentTypeFull-time

Job Description

Job Summary

  • The Avalara Salesforce team consists of multiple scrum teams, and an Urgent Care Tier Service Desk that handles both Tier 1 and 2 Salesforce issues. As the Pune team grows to support this Service Desk, we are seeking a Senior Salesforce Admin who can oversee the work for Support Tier 1-2 admins and analysts.
  • To succeed in this position, you must be an excellent listener and problem solver. You must have management experience and display a natural ability to lead, teach by example and help others to learn how to problem solve within the Salesforce ecosystem. The role needs to be very nimble in both understanding requests/problems, assigning them to the right personnel, and ensuring the work is done correctly. The role needs to be able to work evenings, overlapping with US hours at least 1-2 hours per night. The role will work closely with the US Service Desk lead to help tickets get closed out within SLAs.

Job Duties

  • Comprehend urgent care tickets as well as level one and two support requests
  • Troubleshoot complex salesforce problems
  • Oversee SF configuration changes, such as page layout, field, queue changes as well as simple automation changes
  • Direct development of SF Apps, mobile and Lightning
  • Oversee report and dashboard development
  • Manage data uploads, DemandTools scenarios and other data movement and cleansing tools
  • Run SOQL queries to analyze data and provide feedback to requesting parties
  • Track all tickets using Jira filters and dashboards
  • Track tickets through their lifecycle, ensuring compliance standards and SLAs are met
  • Understand our various integrations and how they impact our Salesforce instance
  • Ensure the team documents of all Salesforce changes they make
  • Be willing to do some of the hands on work, to help move tickets faster, teaching the team how to solve problems and understand what is happening within our instance

Qualifications

  • Advanced Salesforce administration skills with a minimum of two certifications
  • Excellent communication skills with proven ability to convey ideas to direct reports as well as to US counterparts
  • Ability to track many moving pieces and many requests at one time, ensuring tickets are categorized correctly and SLAs are met
  • Ability to pay keen attention to change management ensuring nothing gets deployed outside of a strict peer review process
  • Basic SOQL query skills
  • Interest or experience in working closely with teams in the US
  • Commitment to continuous learning and skill improvement
  • Adaptable and reliable
  • Able to follow processes methodically to stay within SOX compliance requirements
  • Knowledge of Jira and Confluence or similar ticket tracking and documentation tools
,

Keyskills :
tax compliancesoxcustomer relationsscrumdeliverypaychange managementdocumentation toolscustomer satisfactiontaxslacommunication skillsservice deskurgent carecarepage layoutslassox compliancejirasoql

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