Senior Salesforce Support Engineer

ABOUT US:
 

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, handle risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. 

Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.
 

Our People:
 

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.

We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives.  We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and exciting experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with significant careers.

Role Summary

As a Senior CPQ Engineer, you will play a critical role in ensuring the stability and performance of our CPQ applications by taking full ownership of production support and issue resolution. This position requires a proactive approach to maintaining service quality, driving operational excellence, and collaborating across teams to deliver detailed IT service experiences. In this role, you will be joining our Service Excellence team within Application Operations, Corporate Technology (CT) as a Support Engineer – Corporate Technology.

What You will be Doing:

• Take end-to-end Ownership of Application Support for Production issues resolution.

• Possess hand-on experience in ServiceNow, including incident management, problem resolution and workflow automation to enhance IT service delivery.

• Raises complex problems to the L3 level of expertise within organization, along with observations from investigative and diagnostic assessments.

• Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through to resolution.

• Ensuring an acceptable level of IT operations performance and error risk in line with service level agreements (SLAs).

• Provide some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to-time.

• Raise incidents/failures to Level 3 Support or Capability in line with the defined escalation process and drive the closure within the SLAs.

• Provide regular and high-quality updates to the customer on the progress on the incidents, including SLA breach.

• Continuously review operating metrics and data to find opportunities to improve.

• Work closely with senior and junior engineers in Service Excellence Team and coordinate the efforts with lead and manager of the team.

• Must interact with global teams in time zones spanning UK, US, APAC areas. 

• Resolve customer service issues and thoughtfully handle complex customer service problems.

• Lead customers: expectations and experience in a way that results in high customer satisfaction.

• Assist with the design and delivery of product and other technical training.

• Review support cases for technical and solve accuracy.

• Define and describe technical standard processes.

• You will also be asked to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.

• Design, develop, test, deploy, and maintain complex workflows rules, validation rules, formulas, custom workflow, automated approvals, process builder, page layouts, custom fields/objects, and other Salesforce.com customizations based on industry guidelines as well as business needs.

• Develop highly interactive UI using Lightning Design System, Visual force, JavaScript, and jQuery technologies.

• Ongoing systems administration, configuration, end-user support and maintenance of Salesforce.com and other related tools.

• Create/maintain user accounts and interact with end-users to fix and resolve issues and questions.

• Day to day maintenance and support of Salesforce including complex product and pricing rules and guided selling workflows.

• Solve and fix defects for planned releases and production issues, research and find opportunities to apply SFDC protocols, guidelines to improve system productivity, scaling, and monitoring.

• Understanding of Incident Management, Problem Management processes.

What You will Bring:
 

Preferred Skills and Experience

• 4–6 years of hands-on experience providing support and maintenance for Salesforce environments.

• Experience with Salesforce CPQ and Sales Cloud is preferred.

• Salesforce CPQ support is a core responsibility of this position. Candidates must be willing to undergo training and invest time in learning CPQ processes and functionality. The successful candidate will be expected to develop sufficient expertise to independently handle CPQ-related tickets, user requests, and support activities.

• One or more Salesforce.com certifications (e.g., CPQ, Administrator, Advanced Administrator, Community).

• Knowledge and experience with both Salesforce Classic and Lightning UI's.

• Experience integrating and maintaining salesforce with third-party systems.

• Knowledge of Salesforce platform standard and custom capabilities (e.g., standard, and custom fields, validation rules, formulas, page layouts and record pages, custom object and relationships, approvals, and security).

• Knowledge of Salesforce platform automation abilities and practical application of Process Builders, Flows, Visualforce, APEX programming, Force.com APIs, REST API's and Web Services.

• Experience conducting QA Tests on changes to Salesforce.com deployment including handling multiple sandbox instances.

• Understanding of the SDLC and agile delivery methodology.

• Experience working with databases and data, performing data cleanup, and/or data manipulation and migration to and from Salesforce.com.

• Have stayed ahead of new SFDC features and functionality and have provided. recommendations for process improvements.

• 2-5 Years of experience in a Support Technical role.

• 1 year experience in Salesforce CPQ cloud would be advantage.

• The team provides support coverage to clients across multiple regions on a 24/5 basis. This role is primarily aligned to US business hours and will participate in an on-call rotation, including occasional weekend support as required.

• Professional qualification or equivalent.

• One or more Salesforce.com certifications e.g., CPQ, Administrator, Advanced Administrator, Community) (Desirable). 

• BS/MS degree in Computer Science, Software Engineering or STEM degree (Desirable).  

• Solid English reading/writing capability required.

• Basic knowledge of ITIL process.

• Curious about new technologies and tools, creative thinking and initiative taking.

• Customer centricity.

• Strategic ability to define technical direction in the portfolio of products including technical strategies and plans and execution plans.

• Good communication skills.

Career Stage:

Senior Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.