IT Systems Engineer

Position Summary

The IT Systems Engineer reports to the Manager, Workplace Technology and is responsible for supporting and customizing Pivotree’s FinancialForce Professional Services Automation (PSA), Billing Central and Revenue Management applications.  As an experienced FinancialForce Administrator, you will lead the configuration, customization, integration, maintenance, training, and continual improvement of Pivotree’s evolving FinancialForce software solution.  

The successful candidate will serve as Pivotree’s internal FinancialForce (Certinia) expert, providing recommendations for the best system utilization and practices.  You will also participate on project teams representing systems solutions, enablers and integrations.  In addition to acting as System Administrator for the FinancialForce (Certinia) applications, the successful candidate will also work collaboratively with team members to support and solution other applications in the Salesforce.com portfolio.  This is a high-impact, challenging role that requires a highly motivated, influential problem solver with strong attention to detail and exceptional customer service across a globally distributed team of Pivoters.

Roles & Responsibilities

• Perform all tasks related to the day-to-day operations of a 600+ user implementation of FinancialForce (Certinia) PSA and Salesforce.com including managing users, creating and maintaining custom objects and fields, handling bulk data migration, maintenance of page layouts, installation and support of app exchange applications and maintaining a strong security model

• Work towards integrating multiple key systems at Pivotree

• Manage and configure FinancialForce (Certinia) integrations, including 

custom integrations.

• Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution

• Configure and maintain “sandbox” environments to facilitate production issue troubleshooting and successful development and QA testing of new features and functionality during release upgrades

• Develop reports, dashboards, and processes that continuously monitor data quality and provide insights to key stakeholders that aid in effectively running the business

• Identify Sales, Operations and Finance internal customer needs and translate into business requirements for development, ensuring they get maximum benefit from Salesforce and FinancialForce (Certinia) applications with the most efficient solution possible

• Coordinate with FinancialForce (Certinia) support and customer success to troubleshoot issues, maintain smooth operation, performance of the platform, and gain understanding of new releases and features

• Develop and implement training plans, including the creation of training material, for users

• Collaboration in the ongoing development and support of FinancialForce (Certinia) and Salesforce.com business processes

• Administering licensing and track usage metrics for reporting and oversight of user management

Key Skills & Competencies

• 2-5 years of relevant experience within a professional services, technology, or creative solutions company

• Advanced knowledge of FinancialForce (Certinia) PSA, Billing Central and Revenue Management applications, and how they meet the needs of functional areas including Operations, Delivery, Finance and Sales 

• Salesforce Administrator certification

• Strong skillset in Excel/Google Sheets to analyze data and present insights

• Experience building, testing and/or deploying from FinancialForce (Certinia) sandbox environment to a production environment in support of release upgrades

• Familiar with performing bulk data loads using data loader and/ or other approved data load tool

• Development experience with custom objects, VisualForce pages, APEX classes, and Lightning components

• Experience documenting, analyzing and automating business processes

• Basic project management skills that demonstrate your ability to create, manage, and execute upon a plan – both in terms of self-management as well as working with small cross-functional process improvement teams

• Must have business acumen and the ability to collaborate with key stakeholders and cross-functional groups

• Able to communicate business and technical processes to technical and non-technical audiences

• A true problem solver: able to analyze existing process to identify and create automation and efficiency plans

• Excellent verbal and written communication skills

• Flexible work schedule to accommodate EST/PST time zone overlap