Salesforce Application Support Specialist

Job Description:

We are seeking a skilled Salesforce Application Specialist to join our team. As an experienced troubleshooter and problem solver, you will be responsible for delivering exceptional support to our clients by identifying and resolving complex technical issues with the Salesforce Click Application.

Required Skills and Qualifications:

To succeed in this role, you will need to possess excellent analytical and problem-solving skills, as well as the ability to work effectively in a fast-paced environment. You should also have a strong understanding of the Salesforce ecosystem and experience working with CRM systems.

Benefits:

This is an excellent opportunity to develop your skills and expertise in a dynamic and rapidly evolving industry. In return for your hard work and dedication, we offer a competitive salary, opportunities for professional growth and development, and a collaborative and supportive work environment.

What We Offer:

We are committed to providing our employees with the tools, resources, and support they need to succeed. Our comprehensive benefits package includes a competitive salary, health insurance, retirement savings plan, paid time off, and access to ongoing training and professional development opportunities.

About Us:

We are a leading provider of consulting, technology, engineering, management, and innovation services to businesses, governments, and non-profit organizations. Our mission is to deliver sustainable and lasting improvements to our clients' efficiency and performance, adding value to their bottom line.

Responsibilities:

The successful candidate will provide the following services:

• Troubleshoot production issues for the Salesforce Click Application.
• Fault identification, diagnosis, and troubleshooting.
• Resolution of faults confirmed by Enzen application support lead to be an L2 issue.
• Review and tracking of fault status through job logs (currently in the ServiceNow Tool) and regular status updates of related incident tickets with relevant information relating to the progress of the ticket resolution.
• Proactive and automated monitoring activities that include continuous health checks of the applications & application logs, and key interfaces.
• Preventative actions driven through monitoring and analytic reviews of the Applications and interfaces and any perceived problem areas.
• Proactive actions driven through infrastructure analytics to continuously manage capacity, right-sizing and auto-scaling, twice yearly for critical applications & infrastructure and annually for non-critical applications and infrastructure.
• Correction of any failed Critical interfaces.
• The implementation and testing of data fixes approved by the customer and in conformance with the agreed data fix process.
• Major data fixes that will have to be impact assessed and scheduled into the test environments, including downstream systems.
• Management of IT requests and system administration for the Applications such as password resets and user set-up. Unless otherwise directed by SGN, fault diagnosis and troubleshooting of reported production issues will take precedence.

Incident Resolution:

The successful candidate will be responsible for diagnosing reported incidents to establish the problem definition and fault source identification so that corrective action can be initiated, or a plan of action agreed.

Skills and Experience:

To be considered for this role, you should possess:

• A degree in Computer Science, Information Technology, or a related field.
• At least 3 years of experience in Salesforce application support.
• Excellent analytical and problem-solving skills.
• A strong understanding of the Salesforce ecosystem and experience working with CRM systems.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced environment.

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