Responsible for visioning, implementing, evolving, and supporting Field Service Operational or Field Sales Platforms through the end-to-end Software Development Life Cycle, integrated into AMS application landscape. Collaborate with executive management in envisioning and defining the future direction of the application. Must interface between the process owners and the technical teams in defining, analyzing, and designing changes and enhancements to the target systems. This is a highly visible position requiring the development of solid working relationships with end-users, technical staff, management, consultants, and vendors. Must have an intimate knowledge of the elevator industry and field service business processes.

EDUCATION & EXPERIENCE:

• Serve as a subject matter expert in Field Operational or Sales Processes, including Spare Parts, and manage positive relationships with stakeholders, actively listens, articulates, and clarifies needs.
• Responsible for all aspects of software user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules.
• Responsible for platform configuration changes, including (but not limited to): Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports.
• Collaborate with process owners and key users in Change Management initiatives.
• Ability to manage and facilitate requirements and design workshops, including Planning, design, testing, training or knowledge transfer implementation or enhancements for mentioned system.
• Develop functional and program specifications, design, test, implement, support, and maintain applications enhancements.
• Assess impact of a new solution and support the development of change management initiatives.
• Knowledge in data modelling and communicating requirements to development teams.
• Adhere to and following Project Management Processes defined by tk Elevator.
• Function as the primary contact for management, end-users and programming staff on all issues related to above mentioned system.
• Manage the functional support for the end-users.
• Coordinate research, planning and implementation of software fixes.
• Research and solve problems.
• Facilitate root cause analysis on problems where appropriate and identify action items/recommendations to address issues.
• Maintain documentation and lessons learned, best practices, and quality improvement documentation.

EDUCATION & EXPERIENCE:

• Bachelor's degree or equivalent with training, preferably in MIS or engineering
• Requires 5-7 years of relevant experience in above.
• Additional Salesforce certifications e.g. Advanced Administrator, Platform App Builder, preferred.
• Bachelor’s/Postgraduate degree, or professional qualification, preferred.
• Strong Salesforce product knowledge and at least 2 years of Salesforce Administration hands-on experience with [Sales Cloud and Manufacturing Cloud]
• Trailhead Badges/Super Badges
• Certified Salesforce Administrator
• Experience in end-to-end Software Development Life Cycle
• Comprehensive understanding of field service management and sales business processes
• Experience in analyzing current and future target process and system status.
• Experience using the following software programs: MS Word, MS Excel, MS Projects, Visio, and PowerPoint
• Beneficial using data analytics and visualization software such as PowerBI.
• Ability to multi-task and perform in an interrupt driven environment.
• Ability to collaborate and work with international teams.
• Ability to work within a fast paced, demanding environment.
• Ability to work within a team environment.
• Experience building, interpreting Process flows, requirement specifications and configuration documentation.
• System functionality based on user requirements and thorough testing.
• Deliver timely, cost-effective solutions for the projects.
• Define and comply with processes to maintain high availability and stability of application/system.
• Timely resolution of Problems and Issues
• Accurate and timely completion of assigned work/activities
• Adequately planning for and executing training of end users.