Stowe is undertaking a major technology transformation, replacing legacy systems with a modern platform built around Salesforce, Nebulaw, Certinia and a number of integrated applications.
The Platform Support Engineer will play a key role in the day-to-day support, administration and continuous improvement of this platform.
Working within the Platform Support team and closely with Platform Engineering, you will provide hands-on technical support across Salesforce and connected applications. You will investigate and resolve complex platform issues, carry out configuration changes and deliver enhancements that improve the platform and user experience.
This is a highly technical, hands-on role. You will be expected to understand how the platform is configured, troubleshoot automation and business processes, investigate data and integration issues and confidently make declarative configuration changes within Salesforce.
The role does not involve software development or writing code. Where a change requires custom development, you will work with the Platform Support Lead and Platform Engineers to investigate the requirement and support its delivery.
Technical Platform Support;
Provide technical day-to-day support across Salesforce, Nebulaw, Certinia and integrated applications.
Investigate and resolve incidents and service requests through detailed technical analysis.
Troubleshoot Salesforce configuration, automation, permissions, data and business process issues.
Investigate integration-related issues and help identify where failures are occurring.
Take ownership of technical issues through to resolution, keeping users informed throughout.
Perform root cause analysis and identify opportunities to prevent recurring incidents.
Escalate issues requiring software development or specialist engineering input.
Salesforce Configuration & Administration;
Carry out hands-on Salesforce configuration and administration.
Configure and maintain Salesforce Flows and other declarative automation.
Create and maintain objects, fields, record types, page layouts, validation rules and other platform configuration.
Manage users, permission sets, access and security configuration.
Create and maintain reports and dashboards.
Configure solutions that support business processes and user journeys.
Carry out controlled data changes and corrections where appropriate.
Assess the impact and risk of configuration changes before implementation.
Maintain clear documentation for platform configuration and changes.
Platform Change & Enhancement;
Translate business requirements into practical and supportable platform changes.
Work with users and stakeholders to understand problems and identify suitable improvements.
Configure, test and validate changes before release.
Support user acceptance testing and resolve issues identified during testing.
Participate in release and deployment activities, including validation following production releases.
Work with Platform Engineers where requirements need custom development, integration changes or more complex technical solutions.
Platform Engineering Collaboration;
Work closely with the Platform Support Lead and Platform Engineers.
Participate in relevant agile ceremonies, including stand-ups, refinement and sprint planning.
Contribute technical knowledge during the investigation and design of platform changes.
Provide insight from support issues and user feedback to help identify platform improvements.
Support the investigation and testing of changes delivered by Platform Engineering.
Continuous Improvement & Knowledge;
Develop strong knowledge of Stowe's end-to-end business processes and client journey.
Identify recurring support issues and opportunities for permanent fixes.
Improve existing configuration and automation where appropriate.
Create and maintain technical documentation, runbooks, support guides and knowledge articles.
Share technical knowledge with other members of the Platform Support team.
Help build internal platform capability and reduce reliance on third-party implementation partners.
Stakeholder Support;
Build positive working relationships with lawyers and central business teams.
Explain technical issues and changes clearly to non-technical users.
Work with the Platform Support Lead to ensure issues and changes are appropriately prioritised.
Provide a professional, responsive and customer-focused support experience.
Essential;
Strong hands-on experience administering and configuring Salesforce.
Experience creating and maintaining Salesforce Flows and declarative automation.
Good understanding of Salesforce security, users, permission sets and access controls.
Experience working with Salesforce objects, fields, record types, page layouts, validation rules and business processes.
Strong troubleshooting and technical problem-solving skills.
Ability to investigate complex application, automation, process and data issues.
Experience delivering and documenting Salesforce configuration changes.
Ability to understand business requirements and translate them into practical platform solutions.
Confidence working directly with users to investigate and resolve technical problems.
Strong communication skills and the ability to explain technical matters to non-technical users.
Ability to manage support activity and change work across competing priorities.
Desirable;
Salesforce Certified Administrator.
Salesforce Platform App Builder certification.
Experience supporting Salesforce integrations and third-party applications.
Experience with Salesforce Scheduler.
Experience supporting CRM, legal or case management systems.
Experience with release management and deployment processes.
Experience with Copado or similar release management tooling.
Experience working within an Agile delivery environment.
Experience supporting SaaS platforms in a professional services organisation.
Read about our full benefits package here - https://careers.stowefamilylaw.co.uk/employee-bene...
Salary Ā£45,000-50,000
Bonus
A wellbeing culture, including Mental Wellbeing days, and access to counselling sessions
Volunteering leave
Diversity public holidays
26 days holiday
Enhanced adoption, maternity and paternity pay
Paid leave for fertility treatment
Emergency dependants leave
Bereavement leave
Medicash health insurance - 24/7 GPās, dental, counselling, gym discounts
Training grants
Life Assurance
Contributory pension
Flexible working
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