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Délégué(e) Salesforce

2 months ago


Ottawa, Ontario, Canada Hydro Ottawa Full time
Présentation du poste

Hydro Ottawa est à la recherche d'un(e) délégué(e) Salesforce pour rejoindre son équipe de gestion de la plateforme. Ce poste est responsable de la configuration, de la personnalisation et du soutien continu de notre plateforme Service Cloud de Salesforce.

Responsabilités
  1. Configuration et personnalisation : Configurer et personnaliser les objets, les champs et la mise en page de Salesforce pour répondre aux besoins de l'entreprise.
  2. Rapports et tableaux de bord : Rédiger des rapports et développer des tableaux de bord personnalisés pour suivre les indicateurs clés et fournir des aperçus.
  3. Formation et soutien : Fournir une formation et du soutien aux utilisateurs finaux sur la fonctionnalité de Salesforce.
  4. Collaboration : Collaborer avec les parties prenantes pour recueillir les exigences et mettre des solutions en œuvre.
  5. Mise à jour et maintenance : Se tenir au fait des versions et des nouvelles fonctionnalités de Salesforce et maintenir et mettre en pratique les connaissances des diverses applications.
  6. Direction et coordination : Diriger les activités quotidiennes et veiller à ce que les problèmes soient portés à l'attention du collègue ou du compétent.e aux fins de résolution.
  7. Administration des privilèges : Diriger la coordination et l'administration des privilèges de sécurité des utilisateurs en assouvissant les besoins des parties prenantes.
  8. Conception de procédés GRC : Appliquer sa compréhension des besoins et des processus opérationnels essentiels pour assurer la prise en considération des modifications transactionnelles aux processus et systèmes en aval.
  9. Livraison de mises à jour : Coordonner et/ou faciliter la livraison de mises à jour aux solutions existantes ou la mise en œuvre de nouvelles solutions en respectant les pratiques exemplaires en matière de gestion du changement.
  10. Création de documents de référence : Créer et tenir à jour des documents de référence pour les changements et les activités de soutien.
  11. Agent de liaison : Agir à titre d'agent.e de liaison et coordonner la contribution des experts en la matière et participer à l'élaboration et à la mise en œuvre d'une stratégie de résolution ainsi qu'à la gérance technique.
  12. Supervision : Superviser les activités de concert avec les parties prenantes interfonctionnelles et les fournisseurs.
  13. Communication : Clarifier les idées ou les propositions complexes en des termes qui sont appropriés au public et présenter l'information avec clarté et concision.
  14. Coordination d'activités : Coordonner et/ou faciliter les activités d'essai, de validation et de déploiement, en coordonnant les efforts du personnel interne et des partenaires pour configurer/mettre à jour et mettre à niveau les systèmes.
  15. Relations avec les clients : Établir des relations ou partenariats à long terme avec les clients internes/externes et les fournisseurs en vue de répondre aux besoins de l'entreprise.
Compétences et qualifications requises
  1. Diplôme d'études postsecondaires : Diplôme d'études postsecondaires dans un domaine connexe tel que l'informatique ou les technologies de l'information.
  2. Expérience en administration de Salesforce : Au moins trois (3) années d'expérience en administration de Salesforce.
  3. Compétences en communication : Excellentes compétences en communication, en résolution de problèmes et en gestion de projet.
  4. Expérience en gestion de plusieurs priorités : Une expérience en gestion de plusieurs priorités dans un environnement client axé sur le service.
  5. Compétences en gestion de projet : De l'expérience avec la Bibliothèque de données sur l'infrastructure des technologies de l'information (ITIL) et les pratiques exemplaires en matière de gestion du changement.
  6. Certification Salesforce : La certification d' Salesforce ou une expérience équivalente constituera un atout.
  7. Compétences en gestion de projet : De solides compétences informatiques; maîtrise de l'utilisation des outils de productivité bureautique et de collaboration, de préférence G Suite.
  8. Langue : La connaissance de l'anglais est essentielle, et ce, tant à l'oral qu'à l'écrit; le bilinguisme (anglais et français) constituera un atout.