Appficiency Inc.

• Drive customer satisfaction by tackling complex challenges in NetSuite products and implementations. • Provide primary product support, training and development project management. • Identify and route support issues to appropriate groups and escalate issues as required. • Be the voice of the customer to internal stakeholders, providing insight and data to inform product development. • Work with development teams to better understand issues and provide suggested solutions.

• Serve as the first line of support for client inquiries, requests, and tickets • Triage and prioritize incoming issues, assigning or escalating them appropriately based on type, severity, and SLA guidelines • Assist with basic NetSuite troubleshooting, configuration lookups, permission errors, navigation issues, data corrections, and data validation • Collaborate with fellow support team members to document solutions, client interactions, and best practices • Contribute to knowledge-sharing initiatives, including updating internal documentation, enhancing client-facing resources, and participating in learning sessions • Monitor support queues and ensure timely follow-up on all issues, driving resolution in line with client expectations • Support testing activities for configuration changes, enhancements, and system updates • Take part in team meetings, mentorship opportunities, and product training to continually strengthen your NetSuite and consulting expertise

• Join the development team and support functional consultants in delivering complex salesforce solutions • Designing & building solutions • Development in Salesforce technologies • UI design and wireframing • Data Modelling • Delivering training

• Join the development team and support functional consultants in delivering complex salesforce solutions to clients • Designing & building solutions • Development in Salesforce technologies • UI design and wireframing • Data Modelling • Delivering training

• Lead the design, strategy, and governance of complex, enterprise-wide Salesforce implementations • Act as trusted advisors to clients, defining technical solutions, managing integration architecture, ensuring high-performance standards, and mentoring teams • Conduct technical reviews, ensuring solutions are scalable, maintainable, and aligned with Salesforce best practices • Design and oversee integrations between Salesforce and third-party systems (APIs, middleware, ETL) • Act as the senior technical point of contact for key client accounts • Translate complex business requirements into robust technical solutions • Support pre-sales activities with technical scoping, estimation, and proposal input • Build trusted relationships with client technical teams and leadership • Line manage a team of 3-4 technical consultants and developers • Conduct regular 1-2-1s, performance reviews, and career development planning • Mentor and coach team members, supporting their technical growth and certifications • Allocate and manage team workload across projects • Foster a collaborative, high-performing team culture • Support recruitment and onboarding of new technical team members

• Deliver training on the Salesforce CRM platform, configuring and building out customer business processes • Responsible for the end to end Salesforce Implementation • Work alongside senior staff, carrying out workshops, requirements gathering, configuration and delivering training to customers

• Simultaneously work on 4-5 client projects/engagements and oversee 1 -2 projects • Manage new and existing accounts, assess needs of new customers, build, test and implement NetSuite • Leading all phases of NetSuite implementation, including requirements gathering, documentation, buildout, validation/demos, testing, and user training • Develop expertise in Appficiency's project delivery methodology and ensure its effective application • Gain proficiency in the NetSuite application, its capabilities, and industry-standard business practices • Identify non-standard business processes and recommend effective solutions • Assist clients in designing and implementing their enterprise architecture • Participate in the design, build, testing and support of integrations between clients' business systems • Resolve and provide innovative solutions to any NetSuite issues that clients may encounter.

• Lead the design, strategy, and governance of complex, enterprise-wide Salesforce implementations • Act as trusted advisors to clients, defining technical solutions and managing integration architecture • Ensure high-performance standards and mentor teams • Conduct technical reviews and oversee integrations between Salesforce and third-party systems (APIs, middleware, ETL) • Act as the senior technical point of contact for key client accounts and lead technical workshops • Translate complex business requirements into robust technical solutions • Support pre-sales activities with technical scoping, estimation, and proposal input • Build trusted relationships with client technical teams and leadership • Line manage a team of 3-4 technical consultants and developers • Conduct regular 1-2-1s, performance reviews, and career development planning • Allocate and manage team workload across projects • Foster a collaborative, high-performing team culture • Support recruitment and onboarding of new technical team members

• Design and build modern solutions using TypeScript, React, SPFx, and C# • Architect and implement custom SharePoint Framework (SPFx) solutions and extensions • Build user-friendly applications and interfaces that integrate with Microsoft 365 services • Develop RESTful integrations using SharePoint REST API and Microsoft Graph API • Create modern collaboration tools including Microsoft Teams apps (nice to have) • Provide technical leadership, mentorship, and code reviews within the team • Ensure clean, maintainable code with responsive design and cross-browser support • Debug and troubleshoot issues, providing fast and reliable resolution • Collaborate across functions in an agile development environment • Stay ahead of Microsoft technology trends and contribute to continuous improvement

• Assist in developing and updating employee training modules under the guidance of the Senior Knowledge Management Analyst • Support users with basic LMS navigation and lesson development questions • Review training materials for accuracy & consistency • Help maintain training content for relevancy • Coordinate training schedules and maintain training calendars • Assist with reporting from metrics in Appficiency's LMS on a regular basis • Collect, compile, and report on feedback following training sessions • Maintain organized records of training materials, versions, and updates • Assist with the logistics and coordination of webinars • Support the planning and execution of KM events (in-person or virtual training, recognition events) • Provide administrative support for training assessments and participant evaluations • Help prepare materials and resources for learning programs • Communicate with employees regarding training schedules and resources • Collaborate with internal teams to support the deployment of learning programs • Participate in team meetings and contribute ideas for program improvements