Job ID 1025364 Date posted 6/11/2018 Primary Location Tlaquepaque, Jalisco, Mexico Job Category Sales Operations Schedule Full time Shift No shift premium (Mexico)
Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.
Global Sales Operations for Hewlett Packard Enterprise is an exciting and dynamic organization responsible for driving the operation in support of our Customers, Partners and Sales force as well as leading and defining the improvements to experiences to enable growth for HPE.
The SFDC Admin role is part of the WW CRM and PRM, Sales process transformation organization. The scope of this organization is to cover all the transformational processes and SFDC changes and ensure ongoing integration of all new users into SFDC. SFDC Admin role is the key support on the SFDC platform in regards to all objects this include.
SFDC (Salesforce.com) is the core HPE system for all sales processes and operational processes
Main responsibilities :
•Proficiency in SFDC Administrative tasks
•Establish and implement best practices with regards to system maintenance
•Act as a single point of contact for HPE users in regards to questions or issues faced while using Salesforce.com system using the case management workflow, and offer resolution in alignment with internal HPE process and capabilities design
•Offers technical troubleshooting solutions with high quality and managed high volumes of requests aligned with the ongoing SFDC release changes/enhancements
•Combines both process, communication and analytical skills and knowledge to ensure the end resolution is satisfacatory for the end user, measured through the case satisfaction survey process
•Responsible for analysis, resolution in the agreed SLA and response time agreed at WW level and in line with the case reason and scenarios covered
•Acts and collaborates with next level of support teams like WW Advance admin and IT or cross organization teams like Partner support, Profiling support, master data …etc
•Resolves ad hoc requests or can be involved in ad hoc projects in line with the SFDC release
•Testing of new capabilities and defects loading as per UAT( User Acceptance Testing) process
•Sets the technical details of access for SFDC users, updates the user setup in line with business needs, by allocating permissions, profiles, roles and special parameters
•Creates and updates queues and views in SFDC, can update the contact matrix for technical approval flow routing, sets and updates fields
•Investigates the technical problems of the system and the erros that users claim
•Imports in SFDC with mass upload application data while generating the query parameters
•Act as Subject matter expert on a specific area of expertize form SFDC
•Creates and sets the territory assignmnets of the sales community
•Is covering support for more than 80 scenarios linked to : ABP, JBP, Territory management, Contacts, leads, opportunity, sales usability and mobility, workflow, renewals and all the other SFDC objects and processes
•Analyze the cases for improvements of process and case management support model
•very good experience or technical knowledge in using Windows
•ability and knowledge to troubleshoot headsets installation /drivers installation
•former experience in telecom troubleshooting (knowledge on VOIP protocols)
•able to investigate issues and solve them and follow through up to a final resolution
•able to self-study for self-learning
•very good English
•open to business travel
•ability to drive change
•Ability to analyze and think outside of the box
•Strong business communication
•Attention to details
What do we offer?
If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. below, or directly via our Careers Portal at www.hpe.com/careers
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.