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 Salesforce.com
  • 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

Meet Some of Phase One's Employees

Jodi H.

VP, Services Division

As the chief coordinator of Phase One’s Services Division, Jodi’s responsible for transforming the productivity of federal agencies with the most efficient and modern technologies and support.

Terrianne L.

VP, Solutions Division

Terrianne partners with the Phase One Solutions Team to create transformative, white glove, cloud-based services for federal clients that successfully support its sales.


Back to top