VMware Senior Support Specialist in Heredia, Costa Rica

As part of Business application support team, the candidate will be responsible for providing analytical, data management and admin/configuration support to SFDC Users. This person needs to understand the business process & system functionality, and identify areas for improvement and make recommendations to management. This person will be hands on role and will work closely with business teams and IT across various geographies to deliver best of class support & solutions.

Role and Responsibilities Includes (not limited to):

  • Lead the Project-to-Support Transition for SFDC Projects

  • Responsible for business process understanding of CRM and PRM modules

  • Manage relationships with multiple business teams for new solution features and technical support

  • Internal client liaison, managing project and CR requests as per priority

  • Document functional business requirements, process flow diagrams, and business cases

  • Perform gap analysis: as is vs. to be

  • Participate in end to end implementation planning including project management, issue management, communication and change management

  • Leverage business knowledge and expertise to drive business process improvements

  • Work with business counterparts to identify demand / needs and prioritize

  • Work cross-functionally with other teams for resolving issues

  • Ensure deliverables are prepared to satisfy the project requirements

  • Prepare Test Scripts and use cases for the Business team to test the functionality developed

  • Managing UAT with end users including coordination and user acceptance signoff

  • Develop, document and maintain CRM/PRM SOP (Standard Operating Procedures) to train SFDC support Team

  • Willing to work on the support cases hands-on, to get a good understanding of the support process & issues

  • Drive War Room for Project Launches

  • Work closely with Sales Group as an advisor on SFDC Application

Requirements:

  • Preferred minimum of 5 years of hands-on experience in SFDC technology.

  • Good understanding of Agile methodology or Scrum framework (Preferred)

  • Thorough understanding of key CRM/PRM functionalities and its end to end connection from process, data and solution perspective.

  • Experience in working with the vendors

  • Experience in working in Support Project

  • Good office software skills (e.g., Excel, Access, Visio, PPT, MPP), knowledge of relational databases, and familiarity with statistical packages and analysis techniques

  • 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

  • Should have exhibited accountability, ownership and decision making capabilities

  • Self-directed and proactive approach to tackling problems and leveraging resources.

  • Demonstrated process management, testing and document control skills

  • Experience on task prioritization, workload and escalation management

  • Ability to create reports and dashboards

  • Strong verbal and writing skills, project and time management skills, ability to work in teams

  • Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment

Following SalesForce certification is a plus:

  • Salesforce Certified Administrator

  • Salesforce Certified Advanced Administrator

  • Salesforce Certified Service Cloud Consultant

  • Salesforce Certified Sales Cloud Consultant

Educational Requirement:

Bachelor’s degree or relevant experience are a must.

Preferred Skills:

  • Experience in Software or High Tech industries

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.