Description:

What’s the job?

The Senior Business Applications Technical Engineer will provide an outstanding support service experience to our clients and ensure the timely resolution of support incidents or service requests. This individual must be knowledgeable of and maintain a comprehensive understanding of; SaaS, on premises and Cloud technology processes and coordinate with internal departments and external vendors as well as ensure adherence to documented departmental procedures and guidelines. The incumbent will own the resolution process, identifying issues directly where possible by investigating and documenting the business and systems cause, troubleshooting, proposing and validating solutions to the issue or by managing issues through to resolution by tracking and documenting their concerns for escalation accordingly. 

What you’ll get to do:

Acts as administrator for CRM, and other cloud and on premise platforms. Manages user set up and security group assignments as required.

Identifies, maintains and critically reviews and updates naming conventions throughout the network relating specifically to the CRM Platform, supporting business line functionality, reporting and dashboards with a goal to support system usability and scalability.

In collaboration with the CRM team, manages the integration, automation, orchestration and deployment of the CRM platform.

Monitors, maintains, upgrades, and fully supports the multi-cloud services, hybrid solutions and services relating to the CRM Platform

Effectively communicates and works within a diverse cross functional team and vendor resources, striving to meet our Service Level Agreements and clients expectations, according to priority and predefined processes and procedures and escalates cases as deemed appropriate and necessary.

Captures learnings and feedback from each successive system release to provide recommendations to support the progressive evolvement and adoption of the required business application platforms across the Enterprise

Oversees provision of tier-2 and tier-3 support services for the CRM Platform.

Works with Management, Enterprise Architecture, Enterprise Analytics, Enterprise Technology Services, Retail Operating Office teams and Line of Business stakeholders to define solutions capabilities and requirements for new technology implementations

Supports and documents current / future state solutions. Drives all relevant requirements for development through elicitation, analysis, specification and verification of multiple levels from an end to end perspective. Supports the ongoing management of requirements to ensure the most effective recommendations are made for successful business solutions.

Documents required troubleshooting processes, feature requests and solutions to known issues using an assorted tool set, including Service Now and Jira. 

May be called upon to mentor Tier 1 Support team members and other CCS ETS teams and help facilitate solutions to problems and complete documentation.

Educates business line staff and stakeholders on technical issues and resolutions

Working with the CRM team is responsible for creating and managing the CRM Platform policies and procedures, including those for disaster recovery, standards, purchasing, and service provision

Supports the release and deployment of various platforms and is accountable for ongoing management and technical support. Effectively utilizes existing systems and tools to properly progress all open issues to closure.

Assesses the impact of new requirements on all upstream and downstream applications, systems and processes in order to effectively support product implementation.

Corporate Applications Support: Maintains ongoing expertise and is considered a key resource of multiple applications under department portfolio and understand their advanced functionality.

Maintains current knowledge of defects and recognize patterns or trends which may identify a common cause. Offers recommendations and works on resolution implementation.

Collaborates with other application subject matter experts (across technical teams or with vendor) as necessary to determine root cause and workarounds. Works with Quality Assurance to validate workarounds or fixes.

Investigates complex application issues and collaborates with clients to identify issues or defects.

Responsible for driving approved business cases by working with stakeholders to move through project delivery including defining product and system requirements and coordinating deliverables that contribute to the overarching organizational strategy

Accountable for ensuring all change requests made to platforms goes through due diligence process prior to implementations and that all stakeholders have been involved as necessary.

Provides strategic and operational planning related to the implementation, ongoing management, and interdependent enterprise activities associated with, but not limited to, the CRM Platform

As required administers and participates in negotiating vendor, outsourcer, and consultant contracts and service agreements

Who are we looking for?

Minimum 7 – 9 Years of Job Related Experience in supporting large scale enterprise applications, including both on-prem, Cloud and SaaS solutions

Prior Tier 2/Tier 3 support and troubleshooting experience in multiple large scale SalesForce environments is required.

Onboarding new Salesforce environments is required.

Administration of end to end Salesforce life-cycle environments.

Management and understanding of Release Management tools and processes for Salesforce and related applications.

5-8 years in developing technology solutions and managing delivery of complex projects to suit business needs.

Minimum of 4-6 industry related experience, Salesforce Administration required, project management experience an asset. Implementation, Support and Troubleshooting experience in AWS, Azure, Office 365,, SaaS Contact Center environments, MS Exchange (on prem and cloud) and Skype to MS Teams migrations would be a definite asset.

Bachelor’s Degree or a diploma requiring 3 to 4 years of study time.

Salesforce Certification, or the ability and willingness to get certified.

Advanced administration skills with multiple large scale Salesforce environments and related applications

Advanced ability and motivation to adapt to and learn new technologies

Advanced troubleshooting and root-cause analysis skills for on prem, cloud based and SaaS solutions.

Ability and experience in the support of Cloud Technologies

Demonstrated ability to communicate and work effectively with management, clients and peers, even in stressful situations

Excellent client management skills

Maintains a high standard of professionalism within all forms of communication with excellent written and oral communication skills.

Advanced and demonstrated ability to collaborate effectively and work independently

Exceptional attention to detail

Advanced ability to effectively prioritize and manage multiple concurrent tasks

Advanced ability to approach problems with a high-energy positive attitude and look for the opportunities presented within challenges.

Advanced and demonstrated critical thinking and problem solving skills

At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe, the more inclusive we are, the better our work will be.