Salesforce/ps/cs Advanced Administrator

Salesforce/PS/CS Advanced Administrator

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers' outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today's fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what's next for you.

What you will do:

• Provide L2/L3 production support for the HPE Operations Salesforce Service Cloud Platform, Certinia PS and Customer Success Clouds.
• Provide technical support for complex operational issues across in-scope domains.
• The Advanced Administrator becomes the escalation path to HPE-IT, DXC and/or 3rd party software suppliers.
• Provide user account set up and modifications for new and existing users.
• Contribute to New Service Introductions – NSIs, and other project work as necessary.

Skills:

• Deep SFDC technology understanding
• Deep Certinia PSA and Customer Success Cloud knowledge
• Strong analytical and troubleshooting skills
• Business Process understanding

Support for Service Cloud Releases: participate in releases and engage closely with other teams within Services Technology Enablement (e.g. Workflow Innovation Planning, BLAST, ITID, MoC) to ensure successful releases.

Responsibilities include:

• Being familiar with the latest version of the HPE Operations Delivery Roadmap
• Identifying Configuration work appropriate for Citizen Development work (see below) or coding work required by HPE-IT, DXC and/or other system integrator
• Attending Design reviews to ensure OOB options are leveraged
• Attending UAT and business validation, providing subject matter expertise and raising technical issues to the development teams to ensure they are solved for successful MtP readiness.
• Participate as a technical advisor for the post-warranty sign-off, from which point the Release is considered into full production. Perform Configuration changes in the SFDC/PSA platform that might be required to enable operations.
• Solid experience with and understanding of desired platform capabilities for Salesforce, PSA and CS Cloud, and business processes to raise technical issues to the development teams
• Ability to collaborate across various orgs & geos

Perform Cost Avoidance work: perform configuration changes in the SFDC platform to deliver solutions that solve key business needs and allow workflow platform evolution. Skills:

• Technical platform configuration for PSA and CS Cloud
• Ability to collaborate virtually
• Strong communication skills
• Internal processes (participate in AA&S SLA support reviews, focused on quality and continuous improvements).
• Ability to identify improvement opportunities and implement action plans

What you need to bring:

• Education and Experience Required: 1st level University degree. 5+ years in like service delivery technical/business roles.
• Strong analytical and troubleshooting skills
• Fluent in written and verbal English
• Strong communication and presentation skills
• Demonstrates an in-depth knowledge of key Services business working practices and operational policies, processes, and methodologies
• Proven ability to work and collaborate virtually
• Ability to collaborate across various organizations and geographies
• Salesforce CRM and PSA user experience
• Familiarity with business processes (i.e., Support Services Delivery, Global Client Management, Professional Services Delivery, CSLV, Greenlake Quote to Cash, etc.) is highly valued

Additional Skills:

• Accountability
• Action Planning
• Active Learning
• Active Listening
• Bias
• Business Growth
• Business Planning
• Coaching
• Commercial Acumen
• Creativity
• Critical Thinking
• Cross-Functional Teamwork
• Customer Experience Strategy
• Data Analysis Management
• Data Controls
• Design Thinking
• Empathy
• Follow-Through
• Growth Mindset
• Intellectual Curiosity
• Long Term Planning
• Managing Ambiguity
• Personal Initiative

What We Can Offer You

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.