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Salesforce Managed Services Consultant - Sydney / Melbourne

Job Location: Melbourne

Regional Description: Australia

Job Number: 00575282


- Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.         


About the role


The Managed Services Consultant (MSC) is assigned to Platinum Support Customers. The MSC provides technical support and technical account management for Customers who have purchased Platinum Support for their Salesforce implementations including 3rd party integration or middleware that is integrated into the overall solution.


The MSC is responsible for troubleshooting of problems and seeing them through to resolution or accepted workaround. This can include escalation management of issues not able to be resolved internally.


In addition to the Support duties, the MSC will be responsible and accountable for managing customer satisfaction for their assigned Customers.


The ideal applicant is someone who has Salesforce System Administrator experience who is interested in transitioning into a consulting role in the future.


Typical tasks of a Managed Services Consultant


Some of the typical tasks to be performed are:

  • Support and provide post implementation technical assistance to Accenture Cloud First Platinum Managed Services Customers

  • Triage, troubleshoot and reproduce Customer issues through to resolution

  • Provide workarounds or escalate problems that cannot be resolved or require external involvement

  • Escalate and manage Cases within the timeframes allotted

  • Be accountable and responsible for Customer Satisfaction for your given Customers

  • Be on call 24 x 7 for urgent issues

  • Log and document all issues related to Customers

  • Visit Customers periodically or as required

  • Manage Technical Relationship with Accenture Cloud First Platinum Managed Services Customers as required

  • Meet Response Charters for Platinum Managed Services and any Service Levels as required

  • Daily administration and configuration salesforce and 3rd party applications

  • Create and document application requirements for enhancements and work with developers where required

  • Perform knowledge transfer to upskill client system administrators



What it takes to be in Cloud First


To be a Managed Services Consultant in our Salesforce Business Unit we look for:

  • Education - Tertiary - either University or Technical College (TAFE or Polytechnic, etc)

  • Experience - 3 to 5 years of Customer facing work experience

  • Industry Qualifications:

    • Salesforce Certified Administrator or Developer

    • Salesforce Certified Advanced Administrator or Developer

    • OR

    • Minimum of 3 years Salesforce administration experience and is able to gain certification within 4 weeks of commencing employment

  • Professional

    • Excellent organisation skills

    • Excellent team working skills

    • Good analytical and triage/problem solving skills

    • Excellent communication skills; written and verbal

    • Enthusiasm, good interpersonal skills and a sense of humour

    • Good presentation skills

    • Customer focused with ability to build and sustain Client relationships

    • Effective decision maker

    • Able to travel with minimal notice

Performing a number of the following Salesforce tasks:

  • Gathering business requirements

  • Sandbox refresh management

  • Production Deployment

  • Dataloading or Datacleansing

  • Design, build, and test custom objects, page layouts, reports, dashboards, formulas and workflow rules

  • Manage user profiles, sharing rules and security, also setup and maintain delegated administration for partner community users

It’s also advantageous to have the following:

  • Scripting Experience with one or more of the following:

    • Java Script

    • HTML

  • Support experience with one or more of the following:

    • Apple IOS

    • Android

  • Salesforce specific Experience or qualifications:

    • APEX

    • Visualforce

    • Certified Sales Cloud or Service Cloud Certification

    • Certified Salesforce Developer

  • Other

    • CTI and CTI Integration

Once an Accenture Cloud First Team Member


Once at Accenture you can expect tremendous professional development opportunities, exposure to the latest technologies; an opportunity to work in an open environment on solutions that are reshaping the way businesses operate; and respect for your ideas. We believe in recognition for a job well-done.


Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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