Systems Engineer Salesforce(L2 support)

About Gartner IT:

Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Gartner IT values its culture of nonstop innovation an outcome-driven approach to success and the notion that great ideas can come from anyone on the team.

About the role

The Systems Engineer provides direct end-user support to Gartners Salesforce CRM community across multiple business units. The candidate will work directly with the end users to make sure that they have the right access knowledge and data for their job responsibilities. The candidate will also work directly with IT colleagues to resolve underlying issues and collaborate on software design changes.
This role is primarily focused on Level 2 (L2) Support handling escalations advanced troubleshooting and ensuring stability of Salesforce applications. Salesforce expertise is mandatory and exposure to Anaplan is a good to have.

What you will do

Provide L2 support to CRM users worldwide while working closely with Engineering teams to maintain the operational integrity of production systems
Act as an escalation point for L1 support and handle complex incidents and problem management activities
Provide efficient application support and administration including incident resolution and problem management follow up based on knowledge articles SOPs and Run Books
Configure support and provide subject matter expertise for Salesforces Sales and Service clouds (Salesforce expertise is mandatory)
Maintenance and customization users roles profiles groups accounts contacts record types sharing rules custom objects pick lists and page layout customization to support vital business functions
Perform final Data Mapping and execution of Data import of any approved business requests into CRM
Create reports and dashboards to perform data analysis and to troubleshoot and fix bugs
Identify risks deliver clear documentation and work directly with internal stakeholders and external vendors to resolve escalations
Develop and design data insights for monitoring and scaling business processes
Support AppExchange and integrations that are in place for the Salesforce core org working with other internal and external systems as well as other vendors
Monitor and address SFDC tasks and tickets within SLA timelines
Develop and update reports as needed
Create new reports
Develop / configure report customizations
Provide field level access to users
Update and Create flows in SFDC
Resolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Identify ticket trends and work towards reducing recurrences
Identify opportunities to simplify optimize and automate business processes.

What you will need

Bachelors Degree with a minimum of 2-3 years of Salesforce administration and L2 application/system support experience

Must have

Hands-on Salesforce (SFDC) experience is mandatory
Experience working on data models with hands-on report and dashboard building to perform data analysis
Experience understanding business logic
Proven ability to manage users data and security
Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with keen attention to detail (especially in L2 support environments)
Demonstrated proficiency in the use of data management tools such as Data Loader
Detail-oriented with excellent verbal and written communication skills.

Who you are

• Bachelors degree or foreign equivalent degree in Computer Science or a related field required

• Possess strong communication and interpersonal skills.

• Must be familiar with systems scope and projects objectives to ensure design build and test of a robust system

• Able to work independently or within a team proactively in a fast-paced AGILE-SCRUM environment.

• Strong desire to improve upon their skills in software development frameworks and technologies.

Dont meet every single requirement We encourage you to apply anyway. You might just be the right candidate for this or other roles.

Who are we

At Gartner Inc. (NYSE:IT) we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable objective business and technology insights helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979 weve grown to 20000 associates globally who support over 13000 client enterprises in 90 countries and territories. We do important interesting and substantive work that matters. Thats why we hire associates with the intellectual curiosity energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work

Our vast virtually untapped market potential offers limitless opportunities opportunities that may not even exist right now for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together our singular unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies cultures religions ethnicities races genders sexual orientations abilities and generations.

We invest in great leaders who bring out the best in you and the company enabling us to multiply our impact and results. This is why year after year we are recognized worldwide as a great place to work.

Gartner is the world authority on AI

At Gartner youll join a company at the very center of the AI revolution. Gartner has proactive objective guidance throughout clients AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. Youll have access to unmatched resources expertise and technology and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

Its an exciting time to be at Gartner with limitless opportunities to make a real impact grow your skills and build a lasting meaningful career in a field thats reshaping the way we operate. If youre passionate about AI and want to be part of a team thats guiding the leaders who shape the world Gartner is the place for you.

What do we offer

Gartner offers world-class benefits highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment we provide the flexibility and support for you to thrive working virtually when its productive to do so and getting together with colleagues in a vibrant community that is purposeful engaging and inspiring.

Ready to grow your career with Gartner Join us.

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