Sr. Sales Engineer

Support Manager – Corporate Technology

In this role, you will be joining our Service Excellence team within Application Operations, Corporate Technology.

What You Will Be Doing

• Take end-to-end ownership of application support for production issues resolution.
• Possess hand-on experience in ServiceNow, including incident management, problem resolution, and workflow automation to enhance IT service delivery.
• Advances complex problems to the L3 level of expertise within the organization, along with observations from investigative and diagnostic assessments.
• Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through to resolution.
• Ensuring an acceptable level of IT operations performance and error risk in line with service level agreements (SLAs).
• Provide some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to-time.
• Bring up incidents/failures to Level 3 Support or Capability in line with the defined escalation process and drive the closure within the SLAs.
• Provide regular and high-quality updates to the customer on the progress on the incidents, including SLA breach.
• Continuously review operating metrics and data to find opportunities to improve.

Detailed Responsibilities

• Work closely with senior and junior engineers in Service Excellence Team and coordinate the efforts with lead and manager of the team.
• Must interact with global teams in time zones spanning UK, US, APAC areas.
• Resolve customer service issues and thoughtfully handle complex customer service problems.
• Lead customers: expectations and experience in a way that results in high customer satisfaction.
• Assist with the design and delivery of product and other technical training.
• Review support cases for technical and troubleshooting accuracy.
• Define and describe technical standard processes.
• You will also be asked to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.
• Design, develop, test, deploy, and maintain complex workflows rules, validation rules, formulas, custom workflow, automated approvals, process builder, page layouts, custom fields/objects, and other Salesforce.com customizations based on industry standards as well as business needs.
• Develop highly interactive UI using Lightning Design System, Visualforce, JavaScript, and jQuery technologies.
• Ongoing systems administration, configuration, end-user support and maintenance of Salesforce.com and other related tools.
• Create/maintain user accounts and interact with end-users to solve and resolve issues and questions.
• Day to day maintenance and support of Salesforce including complex product and pricing rules and guided selling workflows.
• Solve and fix defects for planned releases and production issues, research and find opportunities to utilize SFDC procedures, guidelines to improve system productivity, scaling, and monitoring.
• Understanding of Incident Management, Problem Management processes.

What You Will Bring

• Salesforce Sales Cloud
• DevOps – CI/CD Pipeline / API
• Salesforce administrator
• Agile/DevOps

Preferred Skills and Experience

• Hands-on experience of working 2-5 years on Sales Cloud.
• One or more Salesforce.com certifications (e.g., Sales Cloud, Administrator, Advanced Administrator, Community).
• Knowledge and experience with both Salesforce Classic and Lightning UI's.
• Experience integrating and maintaining Salesforce with third-party systems.
• Knowledge of Salesforce platform standard and custom capabilities (e.g., standard, and custom fields, validation rules, formulas, page layouts and record pages, custom object and relationships, approvals, and security).
• Knowledge of Salesforce platform automation abilities and practical application of Process Builders, Flows, Visualforce, APEX programming, Force.com APIs, REST API's and Web Services.
• Experience conducting QA Tests on changes to Salesforce.com deployment including leading multiple sandbox instances.
• Understanding of the SDLC and agile delivery methodology.
• Experience working with databases and data, performing data cleanup, and/or data manipulation and migration to and from Salesforce.com.
• Have stayed ahead of new SFDC features and functionality and have provided recommendations for process improvements.
• 2-5 Years of experience as Technical Operations.
• 1 year experience in Salesforce Sales Cloud would be an advantage.
• Ability to provide Production support: 24/5 and On-call over the weekend.
• Point of escalation in event of a major incident.

Education and Professional Skills

• Professional qualification or equivalent.
• BS/MS degree in Computer Science, Software Engineering or STEM degree (Desirable).
• Solid English reading/writing capability required.
• Basic knowledge of ITIL process.
• Good communication & articulation skills.
• Curious about new technologies and tools, creative thinking and initiative taking.
• Customer centricity.
• Strategic ability to define technical direction in the portfolio of products including technical strategies and plans and execution plans.
• Good communication skills.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence, and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organization of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives.

Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.