Preferred Knowledge/Skills *:

Demonstrates extensive level of abilities and/or a proven record of success identifying and addressing client needs:
- Trains junior team members to develop skills in specific Salesforce domains;
- Analyzes and customizes Salesforce seasonal release notes for engagements, presenting to clients;
- Serves as a SME for resolving complex production support issues and enhancements;
- Develops expertise in specific application functions/capabilities;
- Identifies opportunities for enhancing and/or deploying new functionality based on ticket data trends or changes in client requirements;
- Leads testing automation efforts;
- Conducts ticket procedure and other status calls with clients within specific area of expertise;
- Leads design, development, and deployment of enhancements;
- Identifies automations and designs solutions to improve service delivery or simplify application processes for end users;
- Manages a support ticketing queue with multiple open items, demonstrating valuable written and oral communication skills;




- Liaises with internal engagement leaders, reporting wins, risks, and concerns;
- Coaches and mentors staff as necessary for success;
- Supports engagement management activities, including financial management;
- Owns and fosters client relationships;
- Leads resource planning for managed engagements;
- Possesses fundamental knowledge and experience in support/service management;
- Conducts fit and gap analysis to assess how well the solution meets requirements and assess whether requirements are thorough using fit and gap analysis templates;
- Creates functional requirements documents based on templates and presents them to Stakeholders as well as Business Leads and Subject Matter Experts for signoff;

Helps the team through the development life cycle of major and minor enhancements, providing key inputs during design, migrating data from external systems, conducting and supporting solution testing, building test cases, assi

📌 AES Salesforce Technical Lead/Manager (Bengaluru)
🏢 PwC
📍 Bengaluru