Business Analyst - Salesforce

Position Title: Senior Software Engineer, Cloud Delivery

Location: India-Remote.

About Deltek:

Deltek is a multinational Product-based Software Development Company headquartered in Herndon, Virginia (USA) with over 4200 employees operating across 13 countries. We are a software and information solutions provider that specializes in serving project-based businesses. The company focuses on delivering enterprise software and information solutions to industries such as government contracting, architecture and engineering, professional services, and more. Deltek's solutions are designed to address the unique challenges and requirements of organizations that operate on a project-centric model. We have more than 30,000 customers in 80 countries, and we are specialized into Project Management Software, ERP Based Project, Accounting Software, Federal Government Contracting. • Deltek got recognized at by Forbes as one of America's Best Mid-Sized Employers • We are in 8th spot on Glassdoor’s 2024 for Best Places to Work list globally • More than 30,000 customers in 80 countries • 98% of the top 50 federal contractors are using our products • More than 10,000 small businesses are powered by Deltek Solutions • Top 5 of the Global Accounting and Consulting firms use our products

Learn more at: https://www.deltek.com/en

Position Responsibilities:

Deltek is looking for software engineers who are passionate about coding and technology to work on our wide variety of products and platforms. Our SaaS applications are used globally by thousands of customers and millions of users. We want to build out our team with more engineers who are also passionate about building great applications and care about giving our customers a great user experience. Working at Deltek is an opportunity to take on the unique challenges of a successful, large scale SaaS business application that existed before "web applications" as we know them today even existed. We challenge ourselves to solve customer problems on a flexible & customizable platform, while we support scaling out from the smallest mom-and-pop shop to the world's largest multinational corporations, and constantly build and evolve our easy-to-use customer-first product. It is a "never-stop-learning" environment, where you will be working with a strong technical team and integrate cutting edge technology with tried and tested core platforms. Our technology stack is diverse and constantly evolving, but currently contains:

• JavaScript • Node.js, including Eexpress.js

• C# / .NET • Python

• Docker & Kubernetes

• PostgreSQL

• Oracle Cloud Infrastructure (OCI) technologies

• Amazon Web Services (AWS) technologies

• Terraform Key Responsibilities:

• Coding skills across the entire stack – UI, Services, Data, and Infrastructure.

• A technology toolbelt that includes leading edge languages and tools with knowledge on when and why to use them.

• Having experience with OCI is an asset, but any Cloud infrastructure platform is a strong starting point (eg. AWS, Microsoft Azure, Google Cloud)

• You adopt industry best practices in all your projects - TDD, CI/CD, Infrastructure as Code, linting.

• You are pragmatic enough to deliver an MVP, but aspirational enough to think about how it will work with millions of users.

• Desire and ability to take ownership of an application as it runs in production, at scale, for millions of users; quickly respond to issues and fix problems as they are found.

• Readiness to hit the ground running – you may not know how to solve everything right off the bat, but you will put in the time and effort to understand. As a team, we believe in doing all of this while having fun! A core part of our team culture involves supporting an environment where everyone can do their best work. We expect all our team members to support this culture.

Qualifications:

• Education: Bachelor’s degree in computer science or a related field, or equivalent experience.

• Experience:

o Minimum of 7 years of overall experience in software development and/or infrastructure engineering or similar role.

o 3+ years of experience applying an automation-first approach to problem-solving using configuration management tools and scripting.

o Strong experience and expertise with atleast one cloud platform with preference for OCI (or AWS, Azure, GCP).

o Experience with one programming language with preference for NodeJS or other similar languages

o Experience with one SQL database with preference for PostgreSQL or other similar languages

o Hand on with TDD, CI/CD pipelines, Networking,

• Technical Skills: o Infrastructure-as-Code mentality with tools like Terraform and/or Ansible.

o Demonstrated experience in building high-quality products or services.

o Experience delivering successful web or cloud projects.

• Soft Skills:

o Strong communication skills: ability to explain work, ask great questions, listen to peers and customers, influence without authority, and give and receive feedback.

o Passion for building software that solves real problems for real people.

o Commitment to writing well-designed, easy-to-test, and maintainable code.

SHIFT: 12pm IST – 8pm IST

The primary role of Service Desk Analyst is providing first level support through calls/web/chat/Email and handling the resulting incidents or Service Requests using the incident management and Service request fulfilment processes in line with Service Desk objectives.

Project/Process:

• Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
• Acts as Incident Analyst/Service Request Analyst and responsible for the Day-to-day operation of the Incident Management/Service Request management process.
• Record all End user transactions in Remedy ticketing tool.
• Responsible for handling tickets and capturing quality information by following ticket handling process as defined in Runbook
• Responsible for maintaining SLA/KPI‘s for self.
• Responsible for providing quality deliverables and enhancing customer satisfaction
• Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
• Contribution to knowledge management by updating/creating the knowledge articles
• Adherence to security and compliance requirements
• Adherence to communication etiquettes
• Quality – Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
• Contribute to and participate proactively in knowledge sharing sessions
• Contribute to Continuous Improvement and Innovation plans (CII)
• Analyst under Batch Process Monitoring shall monitor all the in-scope process/jobs.
• Notify SME’s/Shift Leads in case of any challenges in the process.
• Preparing handover of Batch Process Monitoring report and sharing it with the next shift members, at the end of each shift.
• Notify the lead immediately in case of complaints and escalations
• Participate in Shift Huddles on daily basis and discuss technical/Process updates.

About Company

Our client is a brand co-creation platform that transforms powerful ideas into authentic, profitable, and experience-led brands that can define the future of brands in key consumption categories like fashion and lifestyle; food and FMCG, home and decor and beauty and wellness. They are a team of experienced entrepreneurs, marquee investors, and industry professionals who have expertise and experience in building some of the most popular brands in the country. They partner with passionate entrepreneurs to combine their collective learning and experience with data science, digital ethnography, and technology. platforms to build brands that connect to the new generation of Indian consumers.

What you’ll be doing

• Work with brand entrepreneurs to create and implement a forward looking product strategy. Influence technology choices and business strategy in creating multiple D2C brands across Food, Fashion, Home, Beauty and more simultaneously.

• Convert brand proposition into digital user experiences covering pre and post purchase journeys across channels such as D2C, Social Media, Whatsapp, Marketplaces and Metaverse by understanding business economics of brands in their first 1000 days.

• Raise the bar on customer empathy & quality of what we deliver, work with small & high performance teams to build products, managing a fast-paced agile delivery model.

• Analyse macro trends on user behaviour and adoption, predict technology shifts to identify innovative (sometimes first to market) product features and work with multiple tech startups to drive metrics and time to market.

• Talk the data language and drive a working environment fostering data driven decision making while running experiments, identifying gaps and prioritization.

Requirements

• Entrepreneurial mindset with acute understanding of product market fit for every brand with ability to decide when to scale or sunset experiments/initiatives.

• Demonstrated ability to think strategically about business, product and technology and come up with immediate & market first product propositions.

• End to end product development functional knowledge cutting across digital shopping journeys, marketing, contact centre operations, payments etc

• Track record of building and delivering high-quality digital products and complex roadmaps, ideally across multiple product categories with geo-distributed teams

• Ability to provide clarity, cut through clutter and being decisive on priorities and metrics.

• Ability to excite people through communication and presenting data in most the ambiguous situations.

• Ability to define short term goals & metrics (sometimes on a weekly basis) and align teams on how-lists.

• Passion for technology and pro-activeness in developing and/or integrating home developed or 3rd party applications.

• Proactively working on reporting and analytics of our ongoing projects for best of impact outcomes
• Preparing data for analysis including building repeatable and well-documented processes to create new analyses of data; conducting data analysis for our projects and development impact tracking and identifying patterns, questions, and areas for further analysis
• Setting up reporting systems for all products to ensure best of transparency, focus on performance and value creation
• Managing impact management processes across the organization with a clear timelines and schedule as well as active communication to internal and external stakeholders in an organized and dependable manner
• Ensuring coordination between staff and stakeholders including dialogues, meetings, presentations as may be required to ensure successful, meaningful and impactful project delivery
• Ensuring the Project operations team has an effective Impact management framework for creating and maintaining relationships with the community
• Jointly focussing on growing the outreach and impact of our work in social edtech
• Creating deep impact reports for every project using Excel, Word and PPT based on specific project deliverables, direct and indirect impact as required for each of the projects and creating collaterals, creatives, mailers and videos of progress, updates, storytelling on Impact to engage our stakeholders

Desired Candidate Profile

• Working knowledge of different approaches to program evaluation and assessment
• Excellent writing skills and command over the English language
• Strong analytical skills, ability to think laterally and detail oriented and with a high level of curiosity and interesting researching projects
• Excellent documentation and reporting abilities to create informative and good reports and data sheets using Word, PPTs etc. along with Advanced Excel and data management skills
• Proven track record of displaying a high degree of self-initiative
• Ability to create videos and collaterals using images and short video clips    

• Responsible for the implementation of end-to-end modules starting from user interface, business logic layer and database layer.
• Proficient in HTML, javascript.
• React JS experience is an added advantage.
• Assists in research, design, documentation, and modification of software specifications throughout the software development life cycle.
• Analyzes, troubleshoots, and optimizes code.
• Participates in requirements gathering meetings and produces technical documentation as needed.

• Fully capable of understanding current structures, identifying the issues and rebuilding for the future.
• Technical Bug Solving Ability.
• Extensive knowledge of Mysql database/architecture design & implementation skills.
• A strong handle on JS, Jquery, JSON, Ajax and PHP frameworks.
• Strong knowledge of REST & SOAP API Integration
• Good levels of communication. Both written and verbal.
• The ability to work under pressure and to tight deadlines.

Designing, architecting and developing the backend and APIs, primarily using the MEAN/MERN stack, for products or platforms for end-clients to consume our technology in Infrastructure Monitoring from Satellite Imagery and Robotic Process Automation in Banking and Mortgage Services.

- Interfacing with the customer, tech team members, project managers and other relevant product people for a thorough understanding of the product, use case and business objective, detailed specification and data flow for the requirement, demonstration of the solution and clarification of queries at appropriate times during the life-cycle of the product.

- Preparing test cases, setting up CI/CD and integration with logging and monitoring systems for the products or platforms 

- Seeking customer feedback to continuously optimize the product for great customer experience and high technical performance in areas such as hardware efficiency, latency and throughput

- Delivering a robust backend platform for the products and platforms by incorporating important considerations regarding minimal downtime, high availability, data redundancy, tight security, etc. into the design