What is the opportunity?

The Personal and Commercial Banking (P&CB) arm of RBC is in the preparation stages of launching a ground breaking program to deliver the best customer experiences by equipping our advisors with the very latest technology and processes in the industry.  We have partnered with Salesforce to build out our next gen CRM Advisor Platform, the cornerstone of this critical transformational program.  Together, we’re aiming to take a giant leap towards our goal of becoming a digitally enabled relationship bank.

As a Senior Salesforce Support Engineer on the Client360 Advisor Platform team you will be responsible for monitoring and maintaining applications built on the Salesforce platform & applications used to integrate Salesforce with other RBC systems. You will be actively involved in handling production problem situations and applying changes as needed.

What will you do?

• Ensure problems are quickly identified and solved through review of Zeke / Splunk / Dynatrace / Salesforce monitoring, inbound calls, email or ServiceNow tickets while providing the highest possible level of production support.
• Monitoring availability and taking a holistic view of system health
• Monitor production batch job flows
• Engage appropriate operations/support personnel on a technical level to resolve issues in a timely manner.
• Review all errors with management and recommends permanent solutions to avoid a reoccurrence and identify the potential impact to the bank.
• Recommend and drive workflow changes, process improvements and procedural changes, as well as system modifications and time & motion engagements with both internal partners and external vendor
• Ensure that services are available as per client expectations and as per Service Level Agreement.
• Coach more junior resources and be a first point of escalation

What do you need to succeed?

Must-Have:

• Production support experience with applications built on Salesforce / Financial Service Cloud in a Financial Services company
• Hands-on experience with Salesforce functionalities, administration & understanding of specific deployment & development activities
• Knowledge of monitoring tools: Dynatrace Managed, Catchpoint, Splunk, Zeke
• Strong analytical, communication & conflict resolution skills
• A good understanding of Change / Incident management processes
• Ability to work in a 7x24x365 work environment

Nice-to-Have:

• Knowledge of Datastage, OCP, SCON infrastructure & processes
• Knowledge of cloud platform applications and processes

What’s in it for you? 

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities   
• Access to a variety of growth opportunities

Job Summary

Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications. Applies experience and complete working knowledge of the job and policies/practices to perform a combination of routine tasks and varied administrative/operational assignments.