APJ SFDC Support Specialist

APJ SFDC Support Specialist This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

SFDC  (Salesforce.com) is the core HPE system for all sales processes and operational processes. The SFDC Admin role is part of the WW Sales Experience, HIT Global Business Operations organization. The scope of this organization is to cover all the transformational processes and SFDC changes and ensure ongoing integration of all new users into SFDC. SFDC Admin role is the key support on the SFDC platform in regards to all objects this include, technical and business support.                   Main responsibilities : Proficiency in SFDC tasks Establish and implement best practices with regards to system maintenance Act as a single point of contact for HPE users in regards to questions or issues faced while using Salesforce.com system using the case management workflow, and offer resolution in alignment with internal HPE process and capabilities design Offers technical troubleshooting solutions with high quality and managed high volumes of requests aligned with the ongoing SFDC release changes/enhancements Combines both process, communication and analytical skills and knowledge to ensure the end resolution is satisfactory for the end user, measured through the case satisfaction survey process Responsible for analysis, resolution in the agreed SLA and response time agreed at WW level and in line with the case reason and scenarios covered Acts and collaborates with next level of support teams like WW Advance admin and IT or cross organization teams like Partner support, Profiling support, master data …etc, engages Roster Approvers, WW process & Capabilities leads Resolves ad hoc requests or can be involved in ad hoc projects in line with the SFDC release Testing of new capabilities and defects loading  as per UAT( User Acceptance Testing) process Sets the technical details of access for SFDC users, updates the user setup in line with business needs,  by allocating permissions, profiles, roles and special parameters Creates and updates queues and views in SFDC, can update the contact matrix for technical approval flow routing, sets and updates fields Investigates the technical problems of the system and the errors that users claim Imports in SFDC with mass upload application data while generating the query parameters Act as Subject matter expert on a specific area of expertise form SFDC Creates and sets the territory assignments of the sales community Is covering support for more than 80 scenarios linked to all key processes and capabilities integrated in SFDC: ABP, JBP, Territory management, CPQ, Contacts, leads, opportunity, sales usability and mobility, workflow, renewals and all the other SFDC objects and processes Analyze the cases for improvements of process and case management support model Competences/skills/requirements University degree former experience in  customer /support troubleshooting would be a plus multitasking pro-active attitude able to investigate issues and solve them and follow through up to a final resolution able to self-study for self-learning very good English ability to drive change self leadership Ability to