VMware SalesForce (SFDC) Senior Support Specialist in Heredia, Costa Rica

VMware is currently looking for a SalesForce (SFDC) Senior Support Specialist to join our team in Costa Rica.

Roles and Responsibilities:

  • Provide mentorship to new/junior team members

  • Assist with identifying potential process improvements and potential long term fixes.

  • Help the team to build knowledge base by creating Solutions

Domain Expertize in All Functional area for respective application:

o (SFDC - CRM OR PRM OR Marketing)

  • Triage and resolve support cases within SLAs.

  • Collaborate with IT, Business and Solution Architects to resolve system integration or code-related fixes.

  • Communicate and set targeted resolution time frame to business users.

  • Lead and facilitate training sessions within the team/business users.

  • Take complete ownership of assigned activities e.g. Application Support Lead, Change Request Management, Roadmap Projects etc.

  • Engage with Business to understand the business processes and impact of the Apps in their ecosystem.

  • Work closely with BAS project team to develop post deployment plan/support plans.

  • Participate in discussions with the business on Identifying root cause of issues - process gaps, user training or process re-engineering or demand / needs and priorities.

  • Collect, assimilate and Document requirements for future application enhancements.

Experience:

  • Desired 8+ years’ experience in Application Support

  • Hands on experience in Salesforce.com (SFDC) and MS Office tools.

  • Attention to detail and strong personal organizational skills and able to work in fast, paced, high volume environment.

  • Proven ability to provide guidance and make decisions that require judgment and consideration of possible impacts.

  • Experience on task prioritization, workload and escalation management.

  • Ability to create reports and dashboards.

  • Experienced in a support environment: support process, escalation protocol, and adherence to SLA (service level agreement).

  • Experience in working with the vendors.

  • Experience in working in Support Projects.

  • Demonstrated process management, testing and document control skills.

Technical Skills:

  • Intermediate / Advanced - Excel

  • Intermediate / Advanced - PPT

Additional Skills:

  • Great Communication Skills - written & verbal

  • Facilitate cross functional / GEO´s engagement

  • Good Interpretation Skills

  • Collaboration / Inter-personal skills

  • Analytical Skills

  • Detail oriented

  • Problem Solving skills

  • Ability to Multi-task

  • Planning / Organizing Skills

  • Decision Making ability

  • Influencing Skills

Technical Certifications:

  • ITIL (Preferred), CompTIA A+, COBIT, PMP are desired.

  • SFDC Admin Certification is preferred for SFDC Application Support Role.

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.