CPQ Engineer Job Battletown Kentucky USA,IT/Tech

Location: Battletown

Support Engineer – Corporate Technology

In this role, you will be joining our Service Excellence team within Application Operations, Corporate Technology (CT) as a Support Engineer – Corporate Technology:

What You Will Be Doing:

Take end-to-end ownership of application support for production issues resolution.
Possess hand-on experience in Service Now, including incident management, problem resolution, and workflow automation to enhance IT service delivery.
Escalates 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.
Advance 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 breaches.
Continuously review operating metrics and data to see opportunities to improve.

What You Will Bring:

Preferred Skills and Experience

Hands-on experience of working 2-5 years on Salesforce CPQ & Sales cloud.
One or more certifications (e.g., CPQ, 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, APIs, REST API's and Web Services.
Experience conducting QA tests on changes to deployment including managing 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
Have kept abreast of new SFDC features and functionality and have provided recommendations for process improvements.

2-5 Years of experience as Technical Operations.
An year experience in Salesforce CPQ 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.

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 customizations based on industry guidelines as well as business needs.
Develop highly interactive UI using Lightning Design System, Visual force, JavaScript, and jQuery technologies.
Ongoing systems administration, configuration, end-user support and maintenance of and other related tools.
Create/maintain user accounts and interact with end-users to fix 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 apply SFDC standard processes, guidelines to improve system productivity, scaling, and monitoring.
Understanding of Incident Management, Problem Management processes.