App Automation Eng Senior Analyst

Skill required: Tech for Operations - Automation in Application Development
Designation: App Automation Eng Senior Analyst
Qualifications:BTech/Bachelor of Information systems and Management/Bachelors of Information Technology
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? The Application Automation Engineering Senior Analyst will be part of the Application Automation Engineering Team. The Application Automation Engineering will be responsible for ticket troubleshooting, carrying out Impact Analysis when required, and provides multiple resolution to tier 1 and 2 issues as it relates to problems associated with Salesforce Service and Experience Cloud technologies. The Application Automation Engineering will work with our internal users and provide first and second level support for issue pertaining to but not limited to permissions, user issues, dashboards and investigatory of tech cases that are required to maintain our application which includes Salesforce Enterprise and Cloud. The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent Automation The team leverages Automation in Application Development methodology to drive automation implementation in AD projects including implementation of automation for reducing effort across all development lifecycle phases, designing, assembling, and implementing an automation solution involving a combination of DevOps, test automation, AI, custom automation for improving productivity, quality and decision making in requirements analysis, estimation, design, build, test and deploy.
What are we looking for? 1+ years work experience in an application support environment, or degree in technology. 3+ Years experience in a software engineering and/or software support role building / supporting enterprise applications. Experience in working on Salesforce applications or other CRM applications that supporting complex integrations and data management activity. Experience in data analytics is a plus. Experience using specialized MS Tools such as Power BI, Power APPs, etc. Experience with Salesforce Service and Experience Cloud. Experience working in both Agile and Waterfall Models. Experience in SQL is a plus. Strong Knowledge of MS Power BI. A highly articulate individual with relevant Salesforce experience who must possess the technical knowledge to solve business problems using our Agora Platform. Exceptional communicator, and presenter with the ability to communicate and interact effectively with all levels of the business. Familiarity with information security, risk management, and complex industry compliance requirements. Bachelors degree or equivalent in related field, advanced degree preferred; comparable levels of combined education. Certified Salesforce.com Admin a Plus.
Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts Execute data loads, set up and manage security settings, end-user permissions, password resets, break/resolve instructions and data access management. Perform troubleshooting of Agora production issues, updates for tickets and tickets requiring minor changes and enhancements to existing functionality Have good functional knowledge and provide good customer experience through timely and appropriate communication as well as following through till issue resolution. Diagnose, prioritize, and escalate tickets to Salesforce Administrators and Developers. Timely and accurate documentation of resolution activities, system configuration and administrative processes Escalate process change/demand requests, system enhancements or any other related requests through relevant processes for approval and/or prioritization Support QA/UAT testing of Salesforce releases and new features as needed. Understand the new functionality being added as well as bugs being fixed by the product and product engineering team. Creation and maintenance of sandboxes where applicable Knowledge of integration capabilities and analytics / reporting tools such as Power BI.