Salesforce Support Specialist II - Opportunity for Working Remotely

The Elevator Pitch: Why will you enjoy this new opportunity? VMware is transforming its offers along the lines of digital franchises focused on App Modernization, Multi-Cloud, Software Defined Networks, Security and Digital Workspace solutions. We are going through major transformation from product to solutions/SaaS offers and licensing model transition from Perpetual to Subscription & SaaS. These transformational changes are leading to large investments in applications and data ecosystem to enable new routes to market (RTM), improve customer and colleague experience and deliver efficient selling motion with insight driven monetization. We are looking for a passionate business applications support analyst to deliver scalable application support solutions to VMware colleagues on enterprise-wide post sales applications. This is an opportunity to deliver leading edge support to colleagues and develop organization to be future ready. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? The Support Analyst will be expected to become a trusted support partner to the business teams within this timeframe. This person will have to deeply understand the business processes and priorities that will be the starting point for successful consultancy and support services. The person on this role will be responsible for leading the team´s efforts during AMER time zones also acting as a representative of the organization´s Leadership team. This involves being a leader peer for the team members as well as being a strong working partner to the business stakeholders. The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? The Support Analyst part of the BAS team will be leading the way when supporting internal VMware stakeholders across the SFDC Service Console. This role will be a key liaison between Business/Ops teams, Product Owners & IT Dev teams to take defects, enhancement requests or process/product improvements to successful conclusion, following software development lifecycle best practices & methods. The person in this role will take ownership of assigned activities such as Roadmap Projects, Application Support and will constantly engage with stakeholder teams to deeply understand business processes and the impacts of the system & the support processes in their ecosystem. The Support Analyst will work closely with Project & IT/Dev teams to lead and develop pre- and post-deployment support plans. This person will also have a core task of providing day-to-day support to stakeholder business units through triaging and resolving CMT cases within established SLAs. This person will provide support to the business stakeholders trough thorough & comprehensive knowledge/experience of the Salesforce (SFDC) Administration skills and tools. Other key tasks for the person in this role include (but not limited to) providing mentorship to new/junior team members, help the team enhance and improve the knowledge base by creating/updating knowledge articles. This person will lead/facilitate training sessions within internal team or stakeholder teams, participate in stakeholder discussions to identify root causes of issues, process gaps, process re-engineering and/or ad-hoc system & process enhancements. A key component of this person´s role will be to find innovative opportunities to automate & simplify support ticket volumes and long term TCO. What is the leadership like for this role? What is the structure and culture of the team like? This role will be part of the Go-to-market, Customer, Analytics IT engineering organization (GCA CXS Engineering) which sits within the CDTO (Chief Digital Transformation Office). GCA CXS IT takes care of a wide portfolio of capabilities, systems and platforms that touch many key areas of the company such as Partners, Quoting & Renewals, M&A´s, Professional Services, Customer & Technical Support, among others. GCA CXS IT is a spinal-centered organization that interacts with partner, operations & customer/technical support teams by developing and implementing valuable solutions to enable customers to adapt to rapidly evolving market needs. This Support Analyst will be given both responsibility and accountability to help drive the BAS team presence during AMER time zones as a strong & trusted partner for Business, Project, and IT/Dev teams. The main business units to partner with belong to VMware´s customer & technical support organizations. This person will be acting as a representative of the organization´s Leadership team in the correspondent time zones. What are the benefits and perks of working at VMware? You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com. Employee Stock Purchase Plan Medical Coverage, Retirement, and Parental Leave Plans for All Family Types Generous Time Off Programs 40 hours of paid time to volunteer in your community Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities Financial contributions to your ongoing development (conference participation, trainings, course work, etc.) Wellness reimbursement and online fitness and wellbeing classes Category : Engineering and Technology Subcategory: Software Engineering Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-08-30 VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.