Job Specifications
Job Type: PermanentWork Model: RemoteReference code: 131341Recruiter: Ameeta James
Primary Location: Toronto, ONAll Available Locations: Toronto, ON; Ottawa, ON
Our Purpose
At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.
By living our Purpose, we will make an impact that matters.
Have many careers in one Firm.
Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
Learn from deep subject matter experts through mentoring and on the job coaching
What will your typical day look like?
Deloitte is seeking a highly skilled and experienced operations and Salesforce Support manager. The ideal candidate will serve as the first point of contact for customer issues, performing initial triage and assessments. A strong understanding of Salesforce is essential, as the role involves opening applications to diagnose whether issues are related to code or configuration and efficiently redirecting them to the appropriate team members for resolution. This position supports a globally deployed internal risk management system and may require you to direct the work tasks of teams located in India or other geographies to resolve complex issues effectively.
Key Responsibilities:
Customer Interaction: Serve as the initial contact for customers experiencing issues, providing professional and timely responses to inquiries and concerns.
Issue Triage: Perform first-level triage to assess the nature of issues within the globally deployed internal risk management system. Determine whether problems are related to application code or configuration settings.
Salesforce Expertise: Utilize in-depth knowledge of Salesforce to effectively navigate and examine this internal risk management application for troubleshooting purposes.
Problem Solving: Analyze issues to identify root causes, leveraging technical skills and Salesforce knowledge to provide preliminary solutions or escalate appropriately.
Team Coordination: Collaborate with technical teams, ensuring issues are directed to the correct team members for further investigation and resolution. You may be required to oversee and guide teams in India or other geographies to ensure efficient problem resolution.
Documentation: Maintain clear and accurate records of issues and resolutions, contributing to knowledge base articles and process improvements.
Continuous Improvement: Participate in regular reviews of processes and systems to enhance efficiency and customer satisfaction.
About The Team
Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in what is but rather what can be to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.
Enough about us, let’s talk about you
Required skills / expertise:
Platform Knowledge: In-depth knowledge of Salesforce features, including Sales Cloud, Service Cloud, CRM Analytics, and custom objects.
Development: Good understanding of Apex, Visualforce, SOQL, and Salesforce Lightning components.
Team Management: Prior management expereince in coordinating with technical teams to route incidents to the right owners for investigation and resolution.
Data Modeling: Knowledge of data modeling principles, data sharing, and visibility considerations.
Integration and System Architecture: Strong understanding of data integrations using MuleSoft, REST API’s, ETL, Platform Events, etc.
Salesforce Operational: Good understanding of Salesforce Production Operational metrics and Salesforce limits e.g. Governor limits, ROW lock errors, API limits, Apex code usage, test class coverage, etc.
Required Qualifications
Education: Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
Experience: Minimum of 8+ years of experience in technical support or analyst role, with a focus on Salesforce applications.
Technical Skills: Proficient in Salesforce platform functionalities, including configuration and code troubleshooting.
Lead and manage globally distributed teams with prior experience providing day-to-day direction, performance oversight, and cross–time-zone coordination to globa
About the Company
Deloitte drives progress. Our firms around the world help clients become leaders wherever they choose to compete. Deloitte invests in outstanding people of diverse talents and backgrounds and empowers them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we.
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms, and their related entities. DTTL (also refer...
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