Senior Salesforce Engineer

Job Details

  • Location: UK , Preston
  • Job Ref: SMC-0694
  • Employment Type: Permanent , Full Time
  • Salary: Up to £60,000 per annum
  • Working Type: Remote

Job Description

  • Reports To: Applications Delivery Manager
  • Responsible for: Salesforce
  • Grade / Salary: C

Role Purpose

Our client has embarked on a growth agenda and has an ambition to grow its asset base, increase margins, improve operational ways of working, improve customer and client experience and increase its social responsibility. IT has a critical role to play in achieving their ambition.

Three years ago, our client selected Salesforce as its strategic Customer Relationship Management (CRM) solution and launched a programme of Salesforce projects, comprising of strategic implementations across diverse business units covering both B2B and B2C operations.

IT manages and governs their single Org within which currently operate 10 business units and around 800 staff – this is about a third of the expected eventual size, with a portfolio of further projects delivering a significant expansion over the coming years.

The Senior Salesforce Engineer role will take a lead in the ongoing development of our client’s Salesforce Sales and Service cloud deployment and any associated apps. Managing a team of Salesforce Engineers and working in partnership with the Salesforce product manager, Solution architects, Business units and colleagues in the IT team to drive delivery of future developments. Supporting all elements of product development including solution design, option assessment, build, testing and implementation on their Salesforce platform.

In addition, the post holder will ensure adherence to guidelines and policies for the services that are directly within their control and will govern adherence ensuring that any potential risks are minimized.

Strategy and Planning

  • Work with the Salesforce Product Manager in planning and delivering continuous improvements and new functionality into the Salesforce Org.
  • Contribute to the development of our client’s Digital Strategy and short/ long-term roadmap for the effective delivery of services in line with their current and future capacity requirements.
  • Help to ensure the objectives and strategies for CRM systems are aligned with our client’s objectives.

Managing Others

  • Responsible for a team of Salesforce Engineers, planning and allocating work for the team in order to ensure successful project delivery and meeting of organisational objectives.
  • Develop training plans and objectives for the team, review and monitor progress against delivery and provide feedback to the team.
  • Respond to any emerging performance issues quickly and robustly, as required.
  • Ensure that team members have the training, knowledge, skills and support required to deliver projects and / or their responsibilities effectively.

Operational Delivery

  • Provide clear and informed advice as to whether Salesforce Applications are well suited to accommodate new requirements.
  • Author and/or feed into the content of Business Cases for the approval of new Salesforce Application development initiatives.
  • Assume full responsibility for the day-to-day operational management and delivery of Salesforce
  • Application services to business units and internal customers.
  • Be responsible for the development of solutions on the Salesforce Org, with direction from Product Manager, Solution Architects and Project/Programme Managers on a day to day basis.
  • Ensure that the applications are stable and support our client’s Operations. This will involve, but is not limited to:
    • Configure and monitor Data Imports;
    • Configure and monitor reports and dashboards;
    • Configure and update objects, maintaining adherence to the Group’s CRM Data Model;
    • Configure and monitor workflow tasks and system alerts.
  • Provide expert advice on workflow capability and solution design, develop, test and maintain to meet complex business requirements.
  • Design, test and implement system improvements, in conjunction with the Product Manager, Solution Architects and Project/Programme Managers, in order to meet business requirements.
  • Define and document best practice frameworks, guidelines, policies and quality acceptance criteria that determine the standard ways of working.
  • Ensure the provision of high quality and well documented Salesforce solutions.
  • Assist with the development and documentation of systems interfaces between Salesforce and other core Group applications in conjunction with colleagues across the business.
  • Create and distribute Salesforce solution documentation, procedures and common problem fixes for use by the Salesforce team.
  • Develop, document, and maintain policies, procedures and associated training plans for system administration and appropriate use.
  • Work closely with the Technical Author to create and maintain high quality training materials (manuals, e-learning tools, training plans) relating to the Salesforce system.
  • Prepare communications for all Salesforce system users (e.g. notification of new functionality), as required.

General Responsibilities

  • Act as an ambassador for and representative of IT internally and externally.
  • Be a pro-active, effective and supportive team member with a ‘can do’ attitude.
  • Champion our client’s brand and ensure that the SPIRIT values are embedded in everything that they do.
  • Take a lead role in driving a culture of delivery, innovation, continuous improvement, shared responsibility and individual accountability. Ensure the primary focus of day-to-day service delivery is the provision of an excellent Customer experience.
  • Maintain a cost-conscious and efficient approach when undertaking all aspects of the role in order to manage resources effectively, optimise performance and contribute to the future success of our client and the ITS team.
  • Comply with appropriate legislation and local policy in respect of confidentiality, information governance and security, Freedom of Information and GDPR.
  • Participate in objective/goal setting and review/appraisal of your own performance and personal development planning.
  • Participate in mandatory and other training and development opportunities supporting a culture of continuous professional, personal and team development.
  • Contribute to a healthy and safe working environment ensuring awareness of individual responsibilities and compliance with Health and Safety policies and procedures at all times
  • Promote equality of opportunity and diversity ensuring an inclusive and supportive work environment.
  • Any other duties commensurate with the grade and level of responsibility for which the post holder has the necessary experience and/or training.

This job description is intended as a general guide to the duties attached to the post. It may therefore be altered from time to time, in consultation with the post holder, to reflect the changing needs of our client

Qualifications, Knowledge and Experience

Required:

  • 3-4 years demonstrable experience of Salesforce application platform product development and configuration, including:
    • Project experience in a hands-on technical delivery position.
    • Experience of multiple Salesforce project deployments including release and environment management.
    • Competence with Salesforce technical skill sets (e.g. process builder, flows, integrations, engagement history)
  • Experience of multiple Salesforce project deployments including release and environment management.
  • Experience of Salesforce Sales Cloud and Service Cloud modules.
  • Hands-on experience of managing the end-to-end lifecycle process for Salesforce Application development, complete with defining supporting documentation framework.
  • Demonstrable experience of translating complex business requirements into intuitive and elegant CRM Application solution designs.
  • Proven experience of supporting the successful delivery of technical projects.
  • Proven track record of supporting projects from concept to completion, applying best practices governance principles and delivery on time and in full.
  • Hand-on experience of managing 3rd party vendors in supporting the delivery of new Salesforce Application solutions.
  • Solid experience of working with PRINCE2 and Agile delivery methodologies.

Beneficial:

  • Experience of Field Service Lightning.
  • Current Salesforce certifications (Administrator/Advanced Administrator, Platform Developer 1 or 2, App Builder, Sales/Service Cloud).
  • Experience of working in blue chip or large, complex organisations.

Skills

Required:

  • Leadership and management skills, including project management, financial management and change management.
  • Customer focused with the ability to building and maintain strong and collaborative relationships with the business and other key stakeholders.
  • Strong planning, governance and delivery skills with the ability to set team goals, objectives and priorities, establishing clear roles and responsibilities for all.
  • Ability to analyse problems, complete cost-benefit analyses, design and offer solutions.
  • Ability to work under pressure, manage competing priorities and meet challenging deadlines
  • Proven experience of working to deadlines and prioritising workloads
  • Demonstrable experience of translating complex business requirements into intuitive and elegant CRM Application solution designs.
  • Proven experience of supporting the successful delivery of technical projects.
  • Proven track record of supporting projects from concept to completion, applying best practices governance principles and delivery on time and in full.
  • Hand-on experience of managing 3rd party vendors in supporting the delivery of new CRM\ Application solutions.
  • Solid experience of working with PRINCE2 and Agile delivery methodologies.

Beneficial:

  • Azure DevOps Code Pipelines.
  • Experience of CI/CD processes.

Behavioural Competencies

  • Goal orientated and customer / delivery focused.
  • Decisive and courageous to be able to make difficult decisions.
  • Communicative and open to new ideas and change.
  • Determined, resilient and able to work and deliver under pressure.
  • Organised, methodical and pragmatic.
  • Builds trust and demonstrates integrity in all circumstances.
  • Always strives to do the “right thing” and not the “easy thing”.
  • Demonstrates excellent attention to detail.
  • Excellent communication skills including clear written and spoken English
  • Good presentation skills
  • Good interpersonal and customer care skills

Working Relationships

  • Salesforce Product Manager
  • Salesforce Team
  • IT Department members
  • Managers and Staff within relevant Group companies
  • Senior Management and Executive members of the Group
  • Strategic partners and vendors
  • Business process owners
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