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Salesforce Development and Support Engineer Apply
CO - Greenwood Village (Home Office)

Based at our Greenwood Village Home Office, you develop and support enterprise solutions that serve Guest engagement and product groups through the implementation of Salesforce and other technologies.  You will participate in the design and documentation of solutions based upon architecture specifications and standards and serve a key delivery role in strategic projects.  You will work directly with the Business Solutions Architect, Technology Solutions Architect and Business Relationship Director as well as other members of the Product and Guest Team, to develop robust and reliable solutions that leverage current technology in meeting the needs of our business owners.

The main emphasis of the role is to be the subject matter expert for Salesforce Service Cloud and Marketing Cloud, but you will also be cross trained on additional systems and solutions within the Product and Guest BRM team such as Adobe Experience Manager, Heroku, the NCR Loyalty platform.   You will be responsible for the support, configuration, development and deployment of new initiatives, enhancements, upgrades, and patches.   You will identify, research, diagnose production implementation problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, and content. You are responsible for providing level two support and ensure new or enhanced solution is running effectively and production issues are addressed according to organizational SLAs.

The role is a very collaborative one as it will require continuous interaction within the multiple areas within the IT department but also with internal and external stakeholders as it relates to configuration, testing, implementation and overall stakeholder satisfaction. 

Duties Include: 

  • Support and troubleshoot existing Salesforce applications by delivering design and code improvements including refactoring solutions to supported Salesforce platform (weekly)
  • Applications programming – participate in Salesforce development for strategic projects and provide additional automation or enhancements for IT customers (weekly)
  • Create design and system documentation using their understanding of SDLC methodologies (Agile) (monthly)
  • Executes tests – unit, system and integration – for their code as well as peer reviews of other developer’s code (weekly)
  • May oversee the deployment of new initiatives, enhancements, upgrades, patches into test environments
  • Identifies, researches, diagnoses production implementation problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, and content.
  • Works closely with IT Helpdesk to ensure appropriate project documentation is available in the Transition book for each new initiative or enhancement release.
  • Ensures that appropriate quality steps and approvals through Red Robin change control board are adhered to prior to software promotions
  • Coordinates with Red Robin staff to evaluate system capabilities and translate operational requirements into configuration changes
  • Consider and evaluate the configuration interoperability between new proposed solutions vs. existing solutions in use at Red Robin for the most effective and efficient implementation and configuration.
  • Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems
  • Continuous education and market knowledge development to understand new trends within existing solutions as well as new initiatives as it relates to existing systems.
  • Point of technical escalation for Project Managers and other IT Resources during solution deployments.
  • Point of technical escalation for Level 1 helpdesk and act as Level 2 support to solve ongoing problems
  •  Adhere to organizational ITIL and ITSM standards

Knowledge, Skills and Abilities:

  • 4-year degree in CIS, MIS, Computer Science, Engineering or equivalent experience (required)
  • Development experience and demonstrated knowledge in Salesforce (required)
  • 3-5 years of experience in software development projects (required)
  • 3-6 years of experience in providing support for business applications
  • 3rd party tools/utilities
  • Current system/hardware configurations        
  • Experience in ITIL a plus
  • Experience in Agile a plus
  • The role requires both broad and deep technology knowledge and the ability to provide solutions to a customer’s technical business problem
  • Proficient with object-oriented design/analysis, UML modeling, design patterns, OO and Salesforce patterns (required)
  • Proficient with Salesforce platform, integrations, Apex code/Visualforce development (required)
  • Proficient with web services and RESTful services standards and patterns (required)
  • Proficient with application database connectivity utilizing SOQL and familiarity with SQL (required)
  • Verbal and written communications skills and a demonstrated ability to document code and complete applications processes (required)
  • Experience interfacing with business analysts and understanding of requirements documentation (required)
  • Consistently delivers high-quality results to the business (required)
  • Familiar with development technologies and standards for mobile applications (desired)
  • Familiar with communications standards including HTML, XML, HTTP, SSL, RMI, IIOP, and others (desired)
  • Experience with revision control processes and related software tools (desired)
  • Good written and verbal communication skills
  • Excellent customer service skills
  • Good interpersonal communication skills to work with the business on requirements
  •  Good analytical and troubleshooting skills as it relates to the interoperability of new and existing solutions

Red Robin is an Equal Opportunity & E-Verify Employer 

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