Australian Citizens residing in Australia with Baseline Clearance only respond.

Job Details:

Role/s: 1 x EL1 Salesforce Senior Support Engineer

The EL1 Salesforce Support Engineer (Labour Hire) is responsible for providing technical support, administration and continuous improvement of enterprise Salesforce solutions within a complex ICT environment. The role supports the effective operation of Salesforce applications, including Service Cloud, Health Cloud and Digital Experience, by investigating and resolving technical issues, maintaining platform configuration and supporting users and business areas.

The role requires a strong understanding of the Salesforce platform and the ability to analyse complex business processes and translate requirements into appropriate technical and configuration outcomes. The successful candidate will work across Level 2 support, platform administration, automated processes, data management, release assessment and system documentation.

Working within an Agile delivery environment, the EL1 Salesforce Support Engineer (Labour Hire) will collaborate with technical teams and business stakeholders to resolve issues, support user acceptance testing and contribute to the ongoing stability and improvement of Salesforce services. The role will also contribute to team capability through technical guidance and knowledge sharing and support emerging Salesforce technologies, including Salesforce Industries OmniStudio.

Key duties and responsibilities

Responsibilities of the role include but are not limited to:

• Provide technical support, administration and configuration for enterprise Salesforce applications, including Service Cloud, Health Cloud and Digital Experience.
• Investigate, troubleshoot and resolve complex Level 2 incidents and service requests, including interrogation of system logs, analysis of platform behaviour and identification of root causes.
• Administer Salesforce users, licences and security controls, including roles, profiles, permission sets, public groups, sharing rules and user access.
• Configure, maintain and troubleshoot Salesforce functionality and declarative automation, including Flows, in accordance with business and technical requirements.
• Develop a detailed understanding of complex business processes and rules and translate these into appropriate Salesforce configuration, support and improvement activities.
• Undertake data management activities, including data analysis, data loading, reporting and investigation of data-related issues.
• Assess Salesforce releases, platform updates and changes to identify potential impacts, dependencies and functionality requirements across affected applications and business areas.
• Engage with business and technical stakeholders to understand priorities and requirements, provide technical advice, resolve issues and support user acceptance testing.
• Develop and maintain technical, configuration, support and process documentation to support the effective operation and ongoing maintenance of Salesforce services.
• Work collaboratively within multidisciplinary Agile teams and contribute to the continuous improvement of Salesforce support, development and delivery practices.
• Provide technical guidance, knowledge transfer and capability uplift to team members and relevant stakeholders.
• Develop capability in and provide support for emerging Salesforce technologies and functionality, including Salesforce Industries OmniStudio (Vlocity).

(NOTE: the key responsibilities of the role are based on current priorities and may change over time)