RQ08616 - Solutions Designer - CRM - Senior

Project Background Information

The Employment Standards program in the Ministry of Labour, Immigration, Training, and Skills Development (MLITSD) is establishing a new program to address known concerns around temporary help agencies (THAs) and recruiters. Ministry enforcement efforts have uncovered a range of violations of the Employment Standards Act, 2000 (ESA), including those related to minimum wage, overtime pay, vacation pay, public holiday pay, pay periods, wage statements and record keeping among underground THAs. Despite the ministry's ongoing efforts, some THAs persistently do not follow the rules. Recent experience in Ontario suggests significant rates of non-compliance with MLITSDs statutes and underground economic activity among THAs and recruiters revealing a need for greater oversight. This activity negatively impacts law-abiding THAs and recruiters and creates reputational risk and potential liability for the businesses that work with underground actors. Workers in these conditions are deprived of basic rights and exposed to exploitation, particularly vulnerable and/or undocumented workers. These problems have been made more acute by the COVID-19 pandemic in several sectors, like agriculture.

On December 2, 2021, the Working for Workers Act, 2021 received royal assent amending the ESA to create a THA and recruiter licensing framework in Ontario. The framework includes substantial vetting of applicants, penalties, and ministry enforcement. To meet the implementation timelines phase 1 of the solution has been implemented on July 5, 2023, to start accepting licensing applications prior to the proposed proclamation date of January 1, 2024. There will be more functionality added to this application during phase 2. The solution is created using Salesforce CRM tool. The application is developed by a third-party solution vendor. MLITSD has agreed to leverage LTC resources to assume the Maintenance and Support responsibility post implementation. LTC is looking for a resource with senior level knowledge and experience in Salesforce. This resource will be helping OMSB with the Maintenance and Support tasks for the Temporary Help Agency application and participate the Phase 2 activities of the Temporary Help Agency application.

Responsibilities/Assignment Deliverables:

The Consultant is required to work with clients and various stakeholders to address the ongoing M&S tasks, taking into account business implications and requirements for enhancing the functionality of THA application. The consultant will be responsible for providing day-to-day guidance to other team members, hands-on support services related to the development, management of project-related documentation, and plans as well as facilitation of project tasks. Other responsibilities will include undertaking detailed analyses to identify key business issues as well as coordinating and executing the delivery of specific project activities in phase 2.

· Perform day to day development activities on the Salesforce.com platform

· Support the creation of customizations and integrations required to the Temporary Help Agency application in production as well as Phase 2 activities.

· Configure the Salesforce.com application based on the business requirements

· Apply best practices and experience to build Salesforce.com applications.

· Perform Root Cause Analysis (RCA) and provide resolution to production issues and incidents; debug issues identified during phase 2.

· Work closely with other developers in the vendor team, business analyst, QA analyst and project managers.

· Research Salesforce.com capabilities as needed to suit business requirements, and provide gap analysis

· Contribute to the preparation of business cases, initiating and recommending next generation Salesforce solutions, based on technology, service gap analyses, risk, and business value to OMSB and customer base. Identify, consult with, and advise OMSB on solution technologies to facilitate business practices and promote the cost-effective application of solutions that satisfy client requirements.

· Create actionable technical documentation based on gathered business requirements

· Assist with scoping and planning of various CRM related projects and initiatives

· Perform routine administration functions for Salesforce.com

· Create documentation, including training documentation and release notes

· Participate in cross-functional teams that address strategic business issues

· Support the branch in developing and implementing the technical solutions needed as well as providing operational support ensuring that any technical glitch can be quickly addressed

· Support Quality Assurance (QA) and User Acceptance testing teams to code, test, and debug extensions/tools integration services

· Participate in code reviews sessions (scheduled and unplanned releases)

· Work with the vendor to aid in preparation of the Test Plan for Unit and Integration testing

· Prepare fully documented operational procedures for system and production system support staff as required

· Provide problem resolution support to database staff, system and user acceptance test teams, and other staff members.

· Co-ordinate system development, production support activities, and technical consultative support to other staff members.

· Provide knowledge transfer to ministry staff at all stages of this assignment.

· Resolve defects as required and help prepare implementation plan.

Skill Set:

· Salesforce Delivery Lead and Implementation experience

· Agile experience, leading and coordinating a development team as a technical expert

· Development experience on the Salesforce platform; specifically with Public Sector Foundation Experience

· Certified Salesforce Developer

· Experience integrating Salesforce.com with other applications

· Strong communication skills

· Excellent interpersonal skills, including:

o Group facilitation/team management

o Relationship management and effective collaboration

o Stakeholder partnership

o Knowledge transfer to the Client

· Experience with business methodologies and tools, including:

o Business analysis

o Performance measurement

o Logic models

· Experience working in programs consisting of multiple highly inter-dependent projects.

· Experience in the development of feasibility studies; business case development and cost benefit analysis.

· Excellent analytical, problem-solving, and decision-making skills; verbal and written communication skills; interpersonal and negotiation skills.

· Knowledge of, and experienced with the following computing environments:

o Database: Oracle

o CRM: Salesforce Public Sector

o Business Intelligence: MS-Power BI, ETL

o Operating Platforms: Unix (Solaris, AIX, Azure Cloud)

o Web/Application Servers: WebLogic, Microsoft IIS

o Configuration/Builds: DevOps, Ant. Etc.

o Other technologies such as, UML Modeling tools, Eclipse, Junit, and Log4J

· Proven Experience with all stages of automated system implementation in large, complex, high-volume systems in Cloud environments, with online Mainframe Transactions

· Demonstrable knowledge and experience in working in accordance with policies and procedures of Ontario Public Service.

· A team player with the ability to work with competing priorities and strict deadlines.

· Proven ability to perform to successful completion assignments of high magnitude and complexity.

SkillsExperience and Skill Set Requirements

Evaluation:

Technical Skills

• 10+ years of full cycle software development including requirements, design, development, optimization, testing, implementation, and support.
• 10 years of development, configuration, and testing experience on the Salesforce platform; Salesforce Development with Salesforce Public Sector foundation, Service Cloud /Sales/ Azure Cloud knowledge.
• Heavy understanding of Object Model features and functionality of Salesforce configurations.
• Knowledge on Process Builder, Workflow rules, Approval process, Assignment rules and Profiles and Roles in Salesforce.
• Certified Salesforce Developer.
• Maintaining Salesforce deployment and best practices.
• Experience in Agile Methodology DevOPS/Confluence).
• Experience integrating Salesforce.com with other large-scale applications.
• Participation in each phase of Ull Salesforce.com Lifecycle implementations and creating web interfaces for large-scale websites.
• Experienced in defining systems strategy and requirements, designing and prototyping, planning testing, and supporting training efforts.
• Experience with Responsive frameworks.
• Experience defining product strategy and roadmap and translating into actionable delivery team activities using Salesforce.

45%

Analytical & Problem Solving Skills

• Conduct research and assessment of options for technical design issues
• Contributing to design/development project plans, including work breakdown
• Working with business analysts to translate the business requirements and functional specifications into an application design appropriate to meet the business and operational/IT needs
• Working with technical systems specifications and translating them into working, tested applications for large, complex, mission critical applications
• Work with Quality Assurance (QA) to code, test, and debug extensions/tools integration services
• Analysis, design and development work on complex, multi-tier web-based applications, micro-services architecture, mobile, and off-the-shelf solutions
• Proven technical leadership skills with ability to identify areas for improvement, and recommend solutions
• Designing, developing and implementing applications that work across modern browsers and various platforms, and mobile devices
• Conducting technical analysis, program code, detailed programming reports and specifications, program design, writing and/or generating code, and conducting tests
• Conducting technical evaluation and assessment of options for technical design issues, application figuration aspects and integration capabilities, related tools and utilities, gap analysis of integration components to technical requirements/specifications/documentation
• Experience with Software Development Lifecycle (SDLC)

30%

Business Analysis Skills

• Experience with gathering business requirements
• Experience translating business requirements into project delivery timelines and estimates
• Experience in programming and analysis at the specified experience level
• Experience in structured methodologies for the development, design, implementation, and maintenance of applications

15%

Communication, Consultation & Negotiation Skills

• Ability to build good working relationships.
• A team player with a proven track record for meeting strict deadlines
• Good verbal and written communication skills.
• Good analytical and problem-solving skills.

· Excellent ability to present to a technical and non-technical audience

• Experience with effective stakeholder management through facilitation of workshops, communication, negotiation & consensus building
• Experience with demonstrating developed features and gaining user acceptance
• Experience with advising on business analysis policies, processes, best practices, and standards

· Excellent communication skills

10%

Must haves:

• 10+ years of full cycle software development including requirements, design, development, optimization, testing, implementation, and support.