APJ SFDC Support Specialist

Job Description:

Global Sales at HPE is about building the future. We are redefining what’s next and combining our legacy of innovation with a bold new goal to accelerate everything we do. Our sales organization is comprised of 10,000+ professionals in sales, presales, service, and support functions. Together with our partners, we deliver global, commercial, public sector & small/medium business customers throughout 11 geographies. We’re transforming businesses. Join us redefine what’s next for you.

Job Family Definition:

Administers and maintains sales operational systems and processes to provide content, data and information management in support of sales pursuits. Implements and configures sales tools, content management and tracking systems. Develops and manages catalog and web-based content, web pages and other online sources for storing and communicating information for sales and partners. Enters, updates and ensures accuracy of data in sales and client and partner relationship management systems generates regular and ad hoc reports for account teams and leadership. Advises on improvements and enhancements for design of sales systems and tools.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

What you'll do:

Main responsibilities :

• Proficiency in SFDC tasks

• Establish and implement best practices with regards to system maintenance

• Act as a single point of contact for HPE users in regards to questions or issues faced while using Salesforce.com system using the case management workflow, and offer resolution in alignment with internal HPE process and capabilities design

• Offers technical troubleshooting solutions with high quality and managed high volumes of requests aligned with the ongoing SFDC release changes/enhancements

• Combines both process, communication and analytical skills and knowledge to ensure the end resolution is satisfactory for the end user, measured through the case satisfaction survey process

• Responsible for analysis, resolution in the agreed SLA and response time agreed at WW level and in line with the case reason and scenarios covered

• Acts and collaborates with next level of support teams like WW Advance admin and IT or cross organization teams like Partner support, Profiling support, master data …etc, engages Roster Approvers, WW process & Capabilities leads

• Resolves ad hoc requests or can be involved in ad hoc projects in line with the SFDC release

• Testing of new capabilities and defects loading  as per UAT( User Acceptance Testing) process

• Sets the technical details of access for SFDC users, updates the user setup in line with business needs,  by allocating permissions, profiles, roles and special parameters

• Creates and updates queues and views in SFDC, can update the contact matrix for technical approval flow routing, sets and updates fields

• Investigates the technical problems of the system and the errors that users claim

• Imports in SFDC with mass upload application data while generating the query parameters

• Act as Subject matter expert on a specific area of expertise form SFDC

• Creates and sets the territory assignments of the sales community

• Is covering support for more than 80 scenarios linked to all key processes and capabilities integrated in SFDC: ABP, JBP, Territory management, CPQ, Contacts, leads, opportunity, sales usability and mobility, workflow, renewals and all the other SFDC objects and processes

• Analyze the cases for improvements of process and case management support model.

• Administers, configures, updates and maintains systems for support, including sales tools, catalog management, websites, online content, partner Web portal content and data management, for a customer segment or business unit.
• Reviews and evaluates information and makes changes and updates to data and configuration of tools, online resources and systems within general parameters
• Produces and reviews report and assessment results to identify trends and issues, perform root-cause analysis for failures and data issues, develop recommendations for resolution and track effectiveness of remedies
• Communicates data and issue analysis to stakeholders
• provides tangible feedback and proposes changes to data, content and systems to improve quality, operational efficiency and effectiveness.
• Provides guidance and mentoring to less-experienced staff members.

What you need to bring:

Education and Experience Required:

• Bachelor's or Master's degree in Business Management or equivalent
• Typically 4-6 years experience

Knowledge and Skills:

• former experience in  customer /support troubleshooting would be a plus

• multitasking

• pro-active attitude

• able to investigate issues and solve them and follow through up to a final resolution

• able to self-study for self-learning

• very good English

• ability to drive change

• self leadership

• Ability to analyze and think outside of the box

• Strong business communication

• Fast learning

• Attention to details

• Moderate excel knowledge

• Experience administering and maintaining sales tools, systems and online resources
• Strong analytical, statistics and problem solving skills.
• Understanding of and experience in applying business and sales processes and practices in various situations
• Using forecasting and planning methodologies to develop guidance for deploying updates and enhancements to sales tools and systems
• Excellent written and verbal communication skills
• mastery in English and local language.
• Ability to effectively communicate sales support plans, proposals, and results, and negotiate options at management levels.

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.

Job:

Job Level:

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.