Lead Salesforce Support Engineer

Lead, Software Engineer

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Northern Trust is looking for a Salesforce Support Technical Lead.  Candidate will be responsible for overseeing the daily support and administration of Salesforce environments. He will also be responsible for collaborating with Development architects and Product team to diagnose the issues/bugs reported by business partners and drive the resolution for the same. Candidate will also need to have hands on modifying small changes to Apex codes, making configuration changes and customize lightning flows, managing custom integrations, creating reports and handling support issues. This individual should be serving as SME for Salesforce operations to business partners, product team and internal management stakeholders.

Major Responsibilities

Function as Salesforce specialist cum developer responsible for the support of multiple salesforce applications within the Northern Trust Org

Oversee the daily operations, maintenance, and support of Salesforce ensuring high availability and reliability. Use ServiceNow to manage team workload distribution and track incident/request progress.

Daily administration and support of Salesforce CRM system including managing user setup, roles and security, territory management, customization of objects, fields, record types, and page layouts.

Development of triggers, custom objects, lightning flows, Visualforce pages, and small enhancement to Apex / Batch classes.

Develop and create customized reports and dashboards within Salesforce CRM.

Own the support and enhancements of CPQ processes such as quoting, pricing, product configuration in collaboration with product team.

Collaborate closely with solution architects, product team and other related staff to accomplish Salesforce project deliverables w.r.t Support operations.

Perform data management activities including data loads and data calean up jobs as per business requirement.

Serve as a Salesforce SME resource to business partners and to internal management stakeholders.

Lead the Salesforce team in SWAT or Critical Incident calls and collaborate with cross functional teams to drive the issue to resolution.

Perform unit and system testing of code, components, and integrations.

Create and maintain technical documentation and SOP documentations for Salesforce functionalities and integrations with 3rd party systems.

Drive continuous improvement across the team in support processes, automation, and knowledge sharing.

Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution

Cross-train peers and mentor junior teammates to strengthen overall team capability.

Work with internal management stakeholders to collect essential data or create any performance metrics reports as and when required by business.

Stay updated on key technological trends & changes from Salesforce and identify opportunities to integrate them into current organizational processes.

Required Knowledge and Skills

10+ years hands on experience as Salesforce Administrator / Developer including Sales / Service Cloud.

7-10 years experience in ITSM tools like Service Now, Incident management, Problem/Change management.

7+ years’ experience in data architecture and data migration.

Strong expertise in Salesforce configuration (Flows, Reports, Dashboards, Page Layouts, Record Types, Permission Sets, Territory management, Roles, Profiles, Sharing Rules).

3+ years’ experience into Salesforce CPQ.

Hands on experience with Omnistudio and Omniscripts.

5-7 years of experience on debugging integration issues related to Informatica/ETL Data laod, REST API, Platform events, Streaming API.

Development experience to enhance small Apex codes / Batch classes.

Excellent troubleshooting skills in LWCs & ability to translate business needs into practical Salesforce solutions.

Experience with Agile methodology and tools (e.g. ADO, Azure, Confluence, etc.)

Experience in Salesforce deployments using Copado and GitHub

Strong communication and interpersonal skills.

Additional Preferred Knowledge and Skills

Certified Salesforce Administrator (Mandatory)

Certified Salesforce Platform Developer I / Salesforce Platform App Builder (Mandatory)

Salesforce CPQ preferred.

Good to have experience with Salesforce Financial Service Cloud.

Good to have Salesforce Lightning development experience.

Good to have experience with 3rd party tools like Marketo, Seismic, Qualtrics, Discovery Framework.

Experience with defect-management and testing-automation tools.

Experience

Bachelor's Degree in Computer Science or equivalent relevant, proven work experience

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.

Experience Level

Senior Level