RQ08616 - Solutions Designer - CRM - Senior

Project Background Information

The Employment Standards program in the Ministry of Labour Immigration Training and Skills Development (MLITSD) is establishing a new program to address known concerns around temporary help agencies (THAs) and recruiters. Ministry enforcement efforts have uncovered a range of violations of the Employment Standards Act 2000 (ESA) including those related to minimum wage overtime pay vacation pay public holiday pay pay periods wage statements and record keeping among underground THAs. Despite the ministrys ongoing efforts some THAs persistently do not follow the rules. Recent experience in Ontario suggests significant rates of noncompliance with MLITSDs statutes and underground economic activity among THAs and recruiters revealing a need for greater oversight. This activity negatively impacts lawabiding THAs and recruiters and creates reputational risk and potential liability for the businesses that work with underground actors. Workers in these conditions are deprived of basic rights and exposed to exploitation particularly vulnerable and/or undocumented workers. These problems have been made more acute by the COVID19 pandemic in several sectors like agriculture.

On December 2 2021 the Working for Workers Act 2021 received royal assent amending the ESA to create a THA and recruiter licensing framework in Ontario. The framework includes substantial vetting of applicants penalties and ministry enforcement. To meet the implementation timelines phase 1 of the solution has been implemented on July 5 2023 to start accepting licensing applications prior to the proposed proclamation date of January 1 2024. There will be more functionality added to this application during phase 2. The solution is created using Salesforce CRM tool. The application is developed by a thirdparty solution vendor. MLITSD has agreed to leverage LTC resources to assume the Maintenance and Support responsibility post implementation. LTC is looking for a resource with senior level knowledge and experience in Salesforce. This resource will be helping OMSB with the Maintenance and Support tasks for the Temporary Help Agency application and participate the Phase 2 activities of the Temporary Help Agency application.

Responsibilities/Assignment Deliverables:

The Consultant is required to work with clients and various stakeholders to address the ongoing M&S tasks taking into account business implications and requirements for enhancing the functionality of THA application. The consultant will be responsible for providing daytoday guidance to other team members handson support services related to the development management of projectrelated documentation and plans as well as facilitation of project tasks. Other responsibilities will include undertaking detailed analyses to identify key business issues as well as coordinating and executing the delivery of specific project activities in phase 2.

Perform day to day development activities on the Salesforce platform

Support the creation of customizations and integrations required to the Temporary Help Agency application in production as well as Phase 2 activities.

Configure the Salesforce application based on the business requirements

Apply best practices and experience to build Salesforce applications.

Perform Root Cause Analysis (RCA) and provide resolution to production issues and incidents; debug issues identified during phase 2.

Work closely with other developers in the vendor team business analyst QA analyst and project managers.

Research Salesforce capabilities as needed to suit business requirements and provide gap analysis

Contribute to the preparation of business cases initiating and recommending next generation Salesforce solutions based on technology service gap analyses risk and business value to OMSB and customer base. Identify consult with and advise OMSB on solution technologies to facilitate business practices and promote the costeffective application of solutions that satisfy client requirements.

Create actionable technical documentation based on gathered business requirements

Assist with scoping and planning of various CRM related projects and initiatives

Perform routine administration functions for Salesforce

Create documentation including training documentation and release notes

Participate in crossfunctional teams that address strategic business issues

Support the branch in developing and implementing the technical solutions needed as well as providing operational support ensuring that any technical glitch can be quickly addressed

Support Quality Assurance (QA) and User Acceptance testing teams to code test and debug extensions/tools integration services

Participate in code reviews sessions (scheduled and unplanned releases)

Work with the vendor to aid in preparation of the Test Plan for Unit and Integration testing

Prepare fully documented operational procedures for system and production system support staff as required

Provide problem resolution support to database staff system and user acceptance test teams and other staff members.

Coordinate system development production support activities and technical consultative support to other staff members.

Provide knowledge transfer to ministry staff at all stages of this assignment.

Resolve defects as required and help prepare implementation plan.

Skill Set:

Salesforce Delivery Lead and Implementation experience

Agile experience leading and coordinating a development team as a technical expert

Development experience on the Salesforce platform; specifically with Public Sector Foundation Experience

Certified Salesforce Developer

Experience integrating Salesforce with other applications

Strong communication skills

Excellent interpersonal skills including:

o Group facilitation/team management

o Relationship management and effective collaboration

o Stakeholder partnership

o Knowledge transfer to the Client

Experience with business methodologies and tools including:

o Business analysis

o Performance measurement

o Logic models

Experience working in programs consisting of multiple highly interdependent projects.

Experience in the development of feasibility studies; business case development and cost benefit analysis.

Excellent analytical problemsolving and decisionmaking skills; verbal and written communication skills; interpersonal and negotiation skills.

Knowledge of and experienced with the following computing environments:

o Database: Oracle

o CRM: Salesforce Public Sector

o Business Intelligence: MSPower BI ETL

o Operating Platforms: Unix (Solaris AIX Azure Cloud)

o Web/Application Servers: WebLogic Microsoft IIS

o Configuration/Builds: DevOps Ant. Etc.

o Other technologies such as UML Modeling tools Eclipse Junit and Log4J

Proven Experience with all stages of automated system implementation in large complex highvolume systems in Cloud environments with online Mainframe Transactions

Demonstrable knowledge and experience in working in accordance with policies and procedures of Ontario Public Service.

A team player with the ability to work with competing priorities and strict deadlines.

Proven ability to perform to successful completion assignments of high magnitude and complexity.

SkillsExperience and Skill Set Requirements

Evaluation:

Technical Skills

• 10 years of full cycle software development including requirements design development optimization testing implementation and support.
• 10 years of development configuration and testing experience on the Salesforce platform; Salesforce Development with Salesforce Public Sector foundation Service Cloud /Sales/ Azure Cloud knowledge.
• Heavy understanding of Object Model features and functionality of Salesforce configurations.
• Knowledge on Process Builder Workflow rules Approval process Assignment rules and Profiles and Roles in Salesforce.
• Certified Salesforce Developer.
• Maintaining Salesforce deployment and best practices.
• Experience in Agile Methodology DevOPS/Confluence).
• Experience integrating Salesforce with other largescale applications.
• Participation in each phase of Ull Salesforce Lifecycle implementations and creating web interfaces for largescale websites.
• Experienced in defining systems strategy and requirements designing and prototyping planning testing and supporting training efforts.
• Experience with Responsive frameworks.
• Experience defining product strategy and roadmap and translating into actionable delivery team activities using Salesforce.

45

Analytical & Problem Solving Skills

• Conduct research and assessment of options for technical design issues
• Contributing to design/development project plans including work breakdown
• Working with business analysts to translate the business requirements and functional specifications into an application design appropriate to meet the business and operational/IT needs
• Working with technical systems specifications and translating them into working tested applications for large complex mission critical applications
• Work with Quality Assurance (QA) to code test and debug extensions/tools integration services
• Analysis design and development work on complex multitier webbased applications microservices architecture mobile and offtheshelf solutions
• Proven technical leadership skills with ability to identify areas for improvement and recommend solutions
• Designing developing and implementing applications that work across modern browsers and various platforms and mobile devices
• Conducting technical analysis program code detailed programming reports and specifications program design writing and/or generating code and conducting tests
• Conducting technical evaluation and assessment of options for technical design issues application figuration aspects and integration capabilities related tools and utilities gap analysis of integration components to technical requirements/specifications/documentation
• Experience with Software Development Lifecycle (SDLC)

30

Business Analysis Skills

• Experience with gathering business requirements
• Experience translating business requirements into project delivery timelines and estimates
• Experience in programming and analysis at the specified experience level
• Experience in structured methodologies for the development design implementation and maintenance of applications

15

Communication Consultation & Negotiation Skills

• Ability to build good working relationships.
• A team player with a proven track record for meeting strict deadlines
• Good verbal and written communication skills.
• Good analytical and problemsolving skills.

Excellent ability to present to a technical and nontechnical audience

• Experience with effective stakeholder management through facilitation of workshops communication negotiation & consensus building
• Experience with demonstrating developed features and gaining user acceptance
• Experience with advising on business analysis policies processes best practices and standards

Excellent communication skills

10

Must haves:

• 10 years of full cycle software development including requirements design development optimization testing implementation and support.