Salesforce Production Support Analyst

Salesforce Production Support Analyst

Windsor Mill, MD
- Fully Remote

$40 - $46/hr

Candidate Must be a US Person and have lived in the United States at least three (3) out of the last five (5) years.

Candidate must be willing and able to obtain a CMS Public Trust clearance.

In this role, a typical day will include:

• Administering Salesforce access, adding, removing, and reviewing user permissions to ensure secure and appropriate access.
• Triaging and resolving production incidents, including management of escalations and updating communications to stakeholders.
• Providing Tier 2 and Tier 3 user support and troubleshooting through the support of the Inquiry Response team's technical and operational issues. Providing guidance, solutions, and facilitating communications to ensure escalated issues are resolved.
• Using Dynatrace, monitoring system performance, observing application health, detecting anomalies, and analyzing trends in alerts and performance, responding proactively to issues and working to prevent future production incidents.
• Facilitating the root cause analysis process, including leading the investigation into problems to identify the underlying causes and recommending corrective actions.
• Supporting production security and compliance requirements through collaboration with the Security Team on resolution of audit log anomalies, permission issues, and tool integration findings.
• Checking data integrity, performing audits and validations to ensure the accuracy of client and business data.
• Developing and maintaining Incident Management and monitoring procedures, training, and reports, driving continuous improvement and consistency.
• Executing manual business processes and operational tasks using Salesforce and Python to manage and support the client's data environment and data needs, such as manual documents or data loads.
• Coordinating with external partners and cross-program to collaborate and facilitate production business processes, including cross-system testing and cross-system interconnections.
• Participate in client meetings and document notes in a clear and concise manner as needed.
• Facilitate internal and external training presentations by demonstrating knowledge of technical processes, workflows, and answering questions from participants clearly and concisely.
• May provide mentorship to more Jr team members and may function as back-up to lead as needed.

The most important thing for candidates to possess is the ability to convey ideas or requirements in written form, as well as the ability to understand and incorporate written feedback; this is 95% of the role.

They will be working with the internal technical team to talk about the proposed solution, not proposing a technical solution.

• Bachelor's degree or higher
• Preferred:
  Possess Valid Salesforce certification, such as Salesforce Certified Administrator (preferred) or Salesforce Experience Cloud Consultant
  - Salesforce certification will be verified on Trailhead

• Hands-on experience as a Salesforce Admin and/or Production Support Analyst
• Hands-on experience with production incident management, triaging incident tickets and service requests, and root cause analysis processes.
• 3+ years of in-depth hands-on experience using Salesforce as an Admin, developer, etc.

• 5+ years of hands-on Salesforce experience, preferably working with custom Salesforce solutions, including an understanding of Service Cloud, Experience Cloud (Portals), LWC, and Aura
• Hands-on experience using Dynatrace for monitoring and event-alerts
• Hands-on experience using Python
• Experience using JIRA, SharePoint and Confluence
• Proficient using MS Office, including Word, Excel, and PowerPoint.

• Candidate must be willing and able to obtain a CMS Public Trust clearance.

• Exceptional communication and presentation skills, with the ability to present technical and non-technical information to various audiences.
• Strong interpersonal skills to collaborate with customers and internal cross-functional teams
• Self-motivated, well-organized and strict attention to details
• Ability to understand and manage customer expectations and software implementation methodology
• Ability to prioritize and work on multiple projects at the same time
• Excellent analytical skills, including the ability to integrate information from multiple sources
• Ability to work…