Job Family:
SAAS/PAAS/Cloud Consulting, Software Development & Support
Travel Required:
Up to 25%
Clearance Required:
None
What You Will Do:
Break/Fix (Production Support)
Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.
Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.
Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.
Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.
Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.
Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.
Enhancements (Backlog Support)
Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.
Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.
Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.
Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.
Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.
Production Stability and Governance
Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.
Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.
Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.
What You Will Need: