Salesforce User Support Lead

Position Responsibilities

  • Manage user support for global users and log, address and track trouble tickets through resolution.
  • Daily administration and support of global Salesforce system including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations;
  • Working with the product owner and technical team and end-users to create and manage data imports, validation, and triggers;
  • Work in close coordination with Salesforce System Administrator
  • Create and document application requirements by working together with users and technical team
  • Conduct software testing, which includes creating test cases, establishing protocols and appropriate testing environments and conducting actual software testing;
  • Keeping abreast of new Salesforce features and functionality and providing recommendations for process improvements;
  • Remote support for new and existing users on how to use application; import data, and resolve issues
  • Keep application users informed about system functionality and enhancements;
  • Provide application users with technical support;
  • Creating and maintaining documentation on processes, policies, application configuration and help related materials for users as database applications are developed;
  • Assist technical team with the development of technical documentation of existing and future applications.
  • Perform root cause analysis and identify corrective actions according to organization’s quality process
  • Determine and apply the latest commercial products and procedures for identifying software errors and evaluating software quality and efficiency
  • Build client trust and respect, establish client relationships, and develop rapport with client
  • Participate and engage in all team meetings and scrums
  • Document best practices and operational procedures


Position Requirements

  • 2+ years of industry experience of Salesforce administration and user support
  • Strong user-facing and communication skills
  • Salesforce certifications
  • Secret or Interim Secret clearance
  • Unique combination of being business-minded and highly analytical while also having a strong and deep technical background in
  • Fluent and experienced in Agile/Scrum and in supporting Agile efforts
  • Ability to work on multiple tasks and deliver results with aggressive timelines
  • Able and willing to work independently and in a fast-paced environment with tight deadlines, with minimal supervision
  • Ability to speak and write English fluently, and can produce high quality technical documentation and analysis
  • Demonstrate self-motivation and the ability to grasp concepts quickly
  • Demonstrate sharp, analytical, problem solving, and decision making skills

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