Verified Job
Hardware / Network Engineer
Systems Engineer - Salesforce
Hardware / Network Engineer
#735458
Remote / WFH
Gartner Careers
Job Description
Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.
About the role
The Systems Engineer provides direct end-user support to Gartners Salesforce CRM community, across multiple business units. The candidate will work directly with the end users, to make sure that they have the right access, knowledge, and data for their job responsibilities. The candidate will also work directly with IT colleagues, to resolve underlying issues, and collaborate on software design changes.
This role is primarily focused on Level 2 (L2) Support, handling escalations, advanced troubleshooting, and ensuring stability of Salesforce applications. Salesforce expertise is mandatory, and exposure to Anaplan is a good to have.
What you will do
Provide L2 support to CRM users worldwide while working closely with Engineering teams to maintain the operational integrity of production systems
Act as an escalation point for L1 support and handle complex incidents and problem management activities
Provide efficient application support and administration, including incident resolution and problem management follow up based on knowledge articles, SOPs and Run Books
Configure, support, and provide subject matter expertise for Salesforce's Sales and Service clouds ( Salesforce expertise is mandatory )
Maintenance and customization users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions
Perform final Data Mapping and execution of Data import of any approved business requests into CRM
Create reports and dashboards to perform data analysis and to troubleshoot and fix bugs
Identify risks, deliver clear documentation, and work directly with internal stakeholders and external vendors to resolve escalations
Develop and design data insights for monitoring and scaling business processes
Support AppExchange and integrations that are in place for the Salesforce core org working with other internal and external systems as well as other vendors
Monitor and address SFDC tasks and tickets within SLA timelines
Develop and update reports as needed
Create new reports
Develop / configure report customizations
Provide field level access to users
Update and Create flows in SFDC
Resolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Identify ticket trends and work towards reducing recurrences
Identify opportunities to simplify, optimize, and automate business processes.
What you will need
Bachelor's Degree with a minimum of 2-3 years of Salesforce administration and L2 application/system support experience
Must have
Hands-on Salesforce (SFDC) experience is mandatory
Experience working on data models with hands-on report and dashboard building to perform data analysis
Experience understanding business logic
Proven ability to manage users, data, and security
Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with keen attention to detail ( especially in L2 support environments )
Demonstrated proficiency in the use of data management tools such as Data Loader
Detail-oriented with excellent verbal and written communication skills.
Who you are
Bachelors degree or foreign equivalent degree in Computer Science or a related field required
Possess strong communication and interpersonal skills.
Must be familiar with systems scope and projects objectives to ensure design, build and test of a robust system
Able to work independently or within a team proactively in a fast-paced AGILE-SCRUM environment.
Strong desire to improve upon their skills in software development, frameworks, and technologies.
Dont meet every single requirement We encourage you to apply anyway. You might just be the right candidate for this, or other roles.
Who are we
At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.
Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.
Since our founding in 1979, weve grown to 20,000 associates globally who support over 13,000 client
enterprises in ~90 countries and territories. We do impo
About the role
The Systems Engineer provides direct end-user support to Gartners Salesforce CRM community, across multiple business units. The candidate will work directly with the end users, to make sure that they have the right access, knowledge, and data for their job responsibilities. The candidate will also work directly with IT colleagues, to resolve underlying issues, and collaborate on software design changes.
This role is primarily focused on Level 2 (L2) Support, handling escalations, advanced troubleshooting, and ensuring stability of Salesforce applications. Salesforce expertise is mandatory, and exposure to Anaplan is a good to have.
What you will do
Provide L2 support to CRM users worldwide while working closely with Engineering teams to maintain the operational integrity of production systems
Act as an escalation point for L1 support and handle complex incidents and problem management activities
Provide efficient application support and administration, including incident resolution and problem management follow up based on knowledge articles, SOPs and Run Books
Configure, support, and provide subject matter expertise for Salesforce's Sales and Service clouds ( Salesforce expertise is mandatory )
Maintenance and customization users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions
Perform final Data Mapping and execution of Data import of any approved business requests into CRM
Create reports and dashboards to perform data analysis and to troubleshoot and fix bugs
Identify risks, deliver clear documentation, and work directly with internal stakeholders and external vendors to resolve escalations
Develop and design data insights for monitoring and scaling business processes
Support AppExchange and integrations that are in place for the Salesforce core org working with other internal and external systems as well as other vendors
Monitor and address SFDC tasks and tickets within SLA timelines
Develop and update reports as needed
Create new reports
Develop / configure report customizations
Provide field level access to users
Update and Create flows in SFDC
Resolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Identify ticket trends and work towards reducing recurrences
Identify opportunities to simplify, optimize, and automate business processes.
What you will need
Bachelor's Degree with a minimum of 2-3 years of Salesforce administration and L2 application/system support experience
Must have
Hands-on Salesforce (SFDC) experience is mandatory
Experience working on data models with hands-on report and dashboard building to perform data analysis
Experience understanding business logic
Proven ability to manage users, data, and security
Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with keen attention to detail ( especially in L2 support environments )
Demonstrated proficiency in the use of data management tools such as Data Loader
Detail-oriented with excellent verbal and written communication skills.
Who you are
Bachelors degree or foreign equivalent degree in Computer Science or a related field required
Possess strong communication and interpersonal skills.
Must be familiar with systems scope and projects objectives to ensure design, build and test of a robust system
Able to work independently or within a team proactively in a fast-paced AGILE-SCRUM environment.
Strong desire to improve upon their skills in software development, frameworks, and technologies.
Dont meet every single requirement We encourage you to apply anyway. You might just be the right candidate for this, or other roles.
Who are we
At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.
Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.
Since our founding in 1979, weve grown to 20,000 associates globally who support over 13,000 client
enterprises in ~90 countries and territories. We do impo
