IT Service Technical Analyst

ServiceMax Support Technical Analyst

Johnson Controls is searching for a ServiceMax Support Technical Analyst to join our team. This role is responsible for providing technical support to internal users, ensuring the smooth operation of ServiceMax and Salesforce systems. The ideal candidate should have experience with Salesforce/ServiceMax administration and support, be proficient in troubleshooting, resolving issues, and provide high quality users support in a fast-paced environment.

What you will do

• Follow ServiceMax best practices and enforce data quality policies.
• Support SFMs, custom objects, workflows, triggers, flows, lightning components, Visualforce Pages, custom integrations, SOQL and SOSL queries and web services.
• Work with data provided from and to ERP systems and ETL tools like MuleSoft.
• Provide technical support for ServiceMax users, resolving issues related to system functionality, data accuracy, and performance.
• Monitor and maintain ServiceMax systems to ensure the platform is running smoothly and efficiently.
• Troubleshoot, identify, and resolve user-reported issues, system bugs, and technical problems within the ServiceMax environment.
• Create and manage cases, ensuring issues are tracked and resolved within established Service Level Agreements (SLAs).
• Collaborate with end-users to understand their processes and provide guidance on system functionality when required, best practices, and workflows.
• Work closely with delivery team and administrators to identify and implement system enhancements and improvements.

How you will do it

• Work with architects and project managers to eliminate recurring tickets.
• Validate the performance of Salesforce solutions through rigorous testing and debugging.
• Provide continuous maintenance for delivered applications, including troubleshooting and resolving issues.
• Staying up to date with the latest Salesforce technologies, ServiceMax evolution, best practices, and industry trends.
• Facilitate technical delivery with Managed Services.
• Collaborates with Solution Architects.

What we look for

Required:

• Bachelor’s degree in computer science, Information Systems, or other related field.
• Min 4 years of implementation experience with Salesforce.
• Min 2 years of experience with ServiceMax application.
• Min 3 years in Agile and DevOps development.
• Strong Knowledge of Salesforce/ServiceMax application administration, security models, sharing rules, standard/custom objects, Validation and workflow rules, reports/dashboards.
• Good knowledge of Data Loader tool.
• Experience on mobile application ServiceMax FSA/Go.
• Excellent communication skills in English.

Preferred:

• Master Degree in Computer Science, Information Systems, or other related field.
• Direct experience or experience with integrating with ERPs.
• Knowledge of Databases – Oracle, SQL Server.
• Using technologies as MuleSoft, Oracle Integration Cloud.
• Experience with TrueContext application.
• Experience working in Field Service domain.
• ServiceMax administration certifications