Engineering - Software (Information & Communication Technology)Established in 1991, Cyient provides engineering, geospatial, design-led manufacturing, and network and operational support services to global industry leaders, including many Fortune 500 clients. We leverage the power of digital technology and advanced analytics capabilities, along with domain knowledge and technical expertise, to solve complex business problems across several industries, including aerospace and defense, industrial, medical, utilities, semiconductor, telecommunications, rail transportation, energy, and natural resources. Our 15,000 associates are located in more than 21 countries, supporting 12 industries, including aerospace, rail transportation, power generation, telecommunications, and medical technology. With a soundtrack record of growth and profitability, we are committed to developing a sustainable society and actively promoting education and inclusive growth initiatives in our local communities.OVERALL POSITION OBJECTIVEThe Salesforce Field Service Technical Project Coordinator is to deliver exceptional service to the business. This person would thrive on challenges in a high-paced environment, has a passion for Salesforce Field Service Lightning Product, and has excellent communication and interpersonal skills as well as being a team player.Key Responsibilities:Execute and support Salesforce Field Service Implementation for Utilities SectorGreat understanding of Salesforce ecosystemInitiate solution-level discussions with the customer, able to provide direction in implementing key Salesforce featuresDevelop and configure features on Salesforce ApplicationResolve defects with a proposed fixTest the proposed fix in Sandbox and ProductionFormalize the patch releaseRelease official fix to business users and/or L1 helpdeskResponsible for delivery of high-quality design within given timeHandling custom integrations and Apex code on Salesforce platformWork with team and manager to improve productivity and quality.Key Accountability:L2/L3 Support:Initial analysis on reported issues/problems transferred by First Level Support (L1) team via the agreed communication channels (APA's ITSM application – ServiceNow)Provide initial acknowledgment to all issues and requests received.Perform troubleshooting steps, data fixes, and execute SOP based on the context of the Support case/Ticket within agreed timeframes.Manage the severity and priority of the case and communicate to conclude the agreeable priority and severity level with the business team.Get necessary approvals on production-related changes from business which are not previously agreed under SOP (Standard Operation Procedures).Adhere to the SLAs (Refer: SLA Section).Support during Salesforce releases and communicate on the patches and the impact to APA application (Salesforce Platform, Service Cloud, Service FSL), done within 2 weeks after the Pre-release notes and subsequent trailhead training from Salesforce.Create a plan for any minor enhancements, develop changes in Sandboxes, get business signoffs, metadata movement to higher environments, and final deployments. The team will do the Unit testing for the changes. UAT and SIT to be done by business users.Ensure regular performance reviews with APA to manage caseload and ensure quality service delivery in line with customer expectations and as per the agreed SLAs.Ensure any enhancement activities require planning, metadata customization, and deployment can be addressed during off-peak time with proper planning. Deployment plan, time, and any downtime to systems/component or access issues should be agreed with business and technical team.Sandbox refresh is planned for only developer users and on-demand basis.Quality Control/Assurance:Ensure designs meet quality requirements based on Process document and guidelines.Ensure the document covers the platform features and how those features impact the current deployments and additional efforts that need to be done to mitigate/absorb/adopt those changes.Ensure improved performance & quality service delivery on a weekly/monthly basisWork effectively as part of the team, with both internal and external key stakeholders.Key Behaviors, Skills and Experience:Bachelor of Engineering GraduationCertified Salesforce Administrator, Service Cloud Consultant, and Field Service LightningExcellent verbal and written communication skillsProficient in MS suite, Word, Excel, Outlook, PowerPoint, and SharePointExposure in the Salesforce Field Service LightningSME level understanding of the following systems:vxFieldOracle Field ServiceESRIServiceNow Field ServiceBenefits and Perks:Unique company culture focused on building interpersonal relationshipsCareer and personal development coursesFlexible working environmentHealth InsuranceWork-Life balanceRewards & RecognitionCyient is an Equal Opportunity Employer. Cyient recruits, employs, trains, compensates, and promotes regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, veteran status, and other protected status as required by applicable law. We are proud to be a diverse and inclusive company where our people can focus their whole self on solving problems that matter.Your application will include the following questions:Which of the following statements best describes your right to work in Australia?
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