Salesforce Commerce Cloud

Job description

Key Responsibilities

• Address and resolve Incidents, Service requests assigned in the ITSM Tool, provide advice, workarounds, deploy corrections and restore Applications/systems in compliance with Service Levels & service management procedures.
• Raise cases or service requests, follow-up and escalate them through the defined support process defined by the respective product and/or software provider.
• Adhere to all security and access functions, in conformance with security policies and standards, within the In-Scope Applications.
• Assist users to identify data errors or inconsistencies and to develop approaches to resolve data errors.
• Coordinate with onsite and offshore teams, manage risk, and drive successful application deployments and support.
• Ensure governance, SLA compliance, and smooth transition to steady state.
• Leverage knowledge management assets such as KEDB, SOPs, and update/maintain the knowledge article as applicable
• Provide periodic updates in ITSM Tool and communication to relevant stakeholders