Salesforce Technical Developer

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

We are looking for a Salesforce Technical Developer to join our Service Excellence Technology Team. The Salesforce Consultant will provide service management tools and technology support for Abbott Global HR Services users that enable teams to do their jobs, assess, implement with highest quality, benchmark and drive improvements. Partner with Abbott Global HR Services users to implement new service management tools and enhancements for delivering optimal customer experience. Perform technology assessment to find gaps in the current functionality and come up with innovative solutions and creative ideas. Recommend and drive creation of business case for updates, upgrades, enhancements as needed and provide day-to-day operational support for all the Abbott HR service management tools.

JOB RESPONSIBILITIES:

Salesforce:

• Design and build solutions utilizing standard features and custom declarative development to support Salesforce service cloud functionality that includes case management, survey management, knowledge management, email management, etc.
• Participate in cross-functional teams that address strategic business issues involving Salesforce and other related systems.
• Gather, review, analyze and document business systems and user requirements.
• Ability to interpret business requirements and communicate effectively with the team/business.
• Assess the impact of new requirements for Salesforce and all upstream and downstream applications, systems and processes.
• Perform administrator functions including user management, profiles and roles setup, permissions, assignment rules, queues, license management, and capacity and storage management and other governance aspects.
• Create and customize objects, workflows, process builder, validation and assignment rules, record types, page layouts, fields (including advanced formulas and lookups), apps, tabs, profiles, security, and approval processes.
• Design, Develop, Test and Manage complex applications on Salesforce platform, including technical designing, coding, debugging, performance analysis, packaging.
• Work as a member of a team developing Apex, Visualforce, Java Script, new functionality and enhancing existing functionality. Develop and maintain Visualforce, AppExchange Packages, Force.com pages, and integration to other third-party solutions using SOAP and REST API Web Services.
• Supporting with the code review, testing and deployment of Salesforce implementations and seasonal releases.
• Troubleshoot errors by reading and understanding APEX & Visualforce and activating the debug logs, overcome challenging roadblocks, or design creative solutions to solve challenging requests.
• Ensure standards for data quality and integrity between systems are developed in accordance with best practices. Support all Salesforce integrations including integration with workday.
• Build reports and dashboards as requested by user groups or stakeholders, performs analysis on data as required.
• Keeping abreast of new Salesforce features and functionality and provide recommendations.

Other Service Management Tools:

• Partner with Abbott BTS AVAYA team and provide day-to-day operational support for AVAYA Telephony, CMS, In-View and SAM tools. Responsible for setting up the IVR/call flow and skill sets, addressing and resolving issues with relevant integrations, softphone (CTI), Toll Free Numbers, hours of operation changes and CMS Reporting and Dashboards.

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree required. Major in computer science preferred.
• 5+ years of experience working with Salesforce as a developer.
• Technical aptitude and troubleshooting skills required.
• Certified Salesforce Admin and Developer (Required).

PREFERRED QUALIFICATIONS:

• Salesforce Lightning experience is preferred.
• Ability to multitask, prioritize, meeting deadlines and proactively communicating status updates.
• Experience with call center technologies such as CRM or service management applications, and Telephony systems (AVAYA).

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: