Description
Job Summary
Responsible for the technical and functional solution design, implementation and ongoing support of cloud based application platforms used to manage data, content and communications. Partners with business users and collaborates with cross-functional teams to develop effective solutions, coordinate projects and ensure successful delivery. Supports digital experiences for customers and Associates through effective platform management and team collaboration.
WHAT YOU WILL DOING:
Partners with business users to gather requirements, analyze needs and develop solutions to support business objectives.
Collaborates with functional and technical leads to create solution design documentation, process flows and ensure adherence to Service Level Agreement (SLAs) timelines.
Manages cross-functional coordination, project scope, timelines, risks, and dependencies to ensure successful delivery solutions that meet business objectives and user needs.
Produces and maintains security policies and setups for user profiles, audiences and groups. Provides operational support, trouble-shooting and management of the application platforms.
Constructs and maintains design standards for applications. Provides input for creation of UI designs for use within application platforms.
Serves as the Subject Matter Expert (SME) for managed application platforms and provides technical leadership for projects as needed.
Responsible for the configuration, upgrades, and support of key enterprise applications.
Drives efficiency with automated workflows and ready-to-deploy industry solutions powered by data and intelligence for Automated Business Processes.
Works closely with Customer Service associates, to understand their needs and support business changes while delivering a consistently high-quality user experience.
Leads user training initiatives by developing training materials, maintaining documentation, and managing knowledge-sharing platforms to support effective learning and collaboration.
Coordinates vendor support calls when required.
Supports diverse projects and performs additional duties as assigned.
WHAT IS REQUIRED:
Bachelor’s Degree or equivalent combination of education and/or experience.
Experience in cloud-based system administration or similar work.
Knowledge of web technologies (HTML, CSS, JavaScript) and web services (SOAP, REST).
Knowledge of UI and UX design methodologies, wireframes and prototypes.
Possesses a wide range of technical skills across multiple disciplines including application and systems analysis, and works through all layers of the technology stack from database to the presentation layer.
Creating and presenting technical presentations and documents.
Advanced knowledge of Excel, Word, PowerPoint.
PREFFERED QUALIFICATIONS:
Salesforce Admin, Advanced Admin, Service Cloud certified.
Experience in cloud-based products and system administration for Salesforce Service Cloud, MS SharePoint Online or other content management systems.
SharePoint Designer, InfoPath, Master Pages and Page Layouts experience.
Knowledge of Lucidchart.
Contact Center experience.