Salesforce L2 Support Engineer

Job description

Client & Project: We are seeking a new talent to join the Software Engineering team where you will have the opportunity to collaborate in the project 0011024021-PH-SG-RGITSC KL- Safety. The client is ROCHE, a company that specializes in pharmaceuticals and diagnostics, focusing on advancing healthcare through innovative solutions. Responsibilities: As an Application Support Engineer, you will be responsible for acting as software detectives, providing a dynamic service by identifying and solving issues within multiple components of critical business systems. You are expected to be a subject matter expert, collaborate and manage the team to perform effectively. You will be responsible for team decisions, engage with multiple teams, and contribute to key decisions. Additionally, you will provide solutions to problems for your immediate team and across multiple teams. Advanced proficiency in Salesforce CRM Implementation is required. Advanced proficiency in ITIL Incident Management is recommended. Advanced proficiency in Amdocs CRM and Salesforce Experience Cloud is suggested. -Strong knowledge of Salesforce Administration User/role/profile management Security & permissions Reports & dashboards Data management (imports, dedup, backups) Experience with Salesforce Sales Cloud & Service Cloud Understanding of standard objects, custom objects, workflows, validation rules, approval processes Ability to troubleshoot Apex triggers, flows, Process Builder & Lightning automation logic Hands-on with Lightning Experience & Lightning Web Components (LWC) basics Familiarity with Data Loader / Workbench / SOQL Understanding of Integrations (REST/SOAP APIs), middleware concepts Good debugging ability for production issues Problem-Solving & Support Skills Handling and resolving L2 tickets, escalations from L1 Root cause analysis & fixing configuration-related issues Ability to recreate issues in sandbox for testing Knowledge of deployment process (change sets, CI/CD exposure is a plus) Documenting resolutions & creating knowledge base articles Business & Functional Skills Understanding of CRM business processes (Lead → Opportunity → Quote → Order) Experience working with stakeholders, users & cross-functional teams Ability to translate business requirements to technical outcomes Strong communication skills for client interaction Salesforce Admin Certification (ADM 201) – often expected Salesforce Platform App Builder / Service Cloud Consultant certs — added advantage Experience in ITIL service management environments Familiarity with third-party Salesforce apps (CTI, marketing tools, etc.) Client & Project: We are seeking a new talent to join the Software Engineering team where you will have the opportunity to collaborate in the project 0011024021-PH-SG-RGITSC KL- Safety. The client is ROCHE, a company that specializes in pharmaceuticals and diagnostics, focusing on advancing healthcare through innovative solutions. Responsibilities: As an Application Support Engineer, you will be responsible for acting as software detectives, providing a dynamic service by identifying and solving issues within multiple components of critical business systems. You are expected to be a subject matter expert, collaborate and manage the team to perform effectively. You will be responsible for team decisions, engage with multiple teams, and contribute to key decisions. Additionally, you will provide solutions to problems for your immediate team and across multiple teams. Advanced proficiency in Salesforce CRM Implementation is required. Advanced proficiency in ITIL Incident Management is recommended. Advanced proficiency in Amdocs CRM and Salesforce Experience Cloud is suggested. -Strong knowledge of Salesforce Administration User/role/profile management Security & permissions Reports & dashboards Data management (imports, dedup, backups) Experience with Salesforce Sales Cloud & Service Cloud Understanding of standard objects, custom objects, workflows, validation rules, approval processes Ability to troubleshoot Apex triggers, flows, Process Builder & Lightning automation logic Hands-on with Lightning Experience & Lightning Web Components (LWC) basics Familiarity with Data Loader / Workbench / SOQL Understanding of Integrations (REST/SOAP APIs), middleware concepts Good debugging ability for production issues Problem-Solving & Support Skills Handling and resolving L2 tickets, escalations from L1 Root cause analysis & fixing configuration-related issues Ability to recreate issues in sandbox for testing Knowledge of deployment process (change sets, CI/CD exposure is a plus) Documenting resolutions & creating knowledge base articles Business & Functional Skills Understanding of CRM business processes (Lead → Opportunity → Quote → Order) Experience working with stakeholders, users & cross-functional teams Ability to translate business requirements to technical outcomes Strong communication skills for client interaction Salesforce Admin Certification (ADM 201) – often expected Salesforce Platform App Builder / Service Cloud Consultant certs — added advantage Experience in ITIL service management environments Familiarity with third-party Salesforce apps (CTI, marketing tools, etc.) About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.