Support Analyst

3 weeks ago

Melbourne, Australia CYOS Solutions Full time

**Application closing date**: Wednesday, 01 May 2024 - 11:59pm, Canberra time

**Estimated start date**: Monday, 10 June 2024

**Location of work**: VIC

**Working arrangements**:Subject to negotiations with line manager, hybrid working arrangements in line with current NDIA policy are available (minimum of 3 days each week in the office, with flexible arrangements in place for the remaining 2 days).

**Length of contract**: 12 months

**Contract extensions**: 1 x 12 months

**Security clearance**: Ability to obtain a Baseline clearance is required for this role.

**Rates**: $50 - $70 per hour (inc. super)

The National Disability Insurance Agency (NDIA) is the independent statutory agency that is responsible for implementing the National Disability Insurance Scheme (NDIS); supporting a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIA values a positive contemporary attitude to disability. Our work is driven by the Corporate Plan which provides strategic direction to achieve our purpose of making a difference so that people with disability can choose and achieve their goals.

The NDIA Values are:

- We value people - We put participants at the heart of everything we do.
- We grow together - We work together to deliver quality outcomes.
- We aim higher - We are resilient and always have the courage to do better.
- We take care - We own what we do and we do the right thing.

The National Disability Insurance Agency, Office of the CIO (NDIA OCIO) is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme.

We are seeking a highly skilled and energetic Salesforce Support Analyst to join the OCIO. This work involves multiple projects spanning a number of current industry-leading technologies, including Salesforce/Industries as a core component. The NDIA is committed to providing access to its services for Participants and Providers through digital and cloud channels.

**Duties**:

- Obtain a detailed understanding of the organisations complex business processes and rules
- Provide advanced support for user issues, troubleshooting and resolving complex issues and coordinating with Salesforce support when necessary
- Perform interrogation of various log sources to investigate issues
- Develop and maintain documentation on processes and configuration
- Build and foster positive relationships with business areas, to understand their priorities and business requirements, and guide them through user acceptance testing.
- Undertake data analysis, data loading and reporting
- Handle deeper customizations of the Salesforce platform, including setting up custom fields, custom objects, record types, page layouts, and validation rules
- Experience in designing, building and debugging Flows, including screen, auto launched and scheduled Flows. Knowledge of error handling, debugging, and optimising Flows will be highly regarded
- Use of Gitlab and version control for implementing fixes to production
- Customize and manage Lightning Experience, which includes creating and assigning Lightning Pages and managing Lightning Apps
- Work within an Agile delivery methodology

**Essential Criteria**
- More than 2 years' experience within Salesforce eco-system, and Certified Salesforce Admin/Certified Platform App Builder
- Strong problem solving and trouble-shooting skills
- Demonstrates enthusiasm towards continued learning and development
- Strong customer-focused attitude, effective communication, and the ability to translate complex technical concepts into user-friendly explanations.

**Desirable Criteria**
- Hands on experience with version control, branching and metadata deployments
- Hands on experience with Vlocity/Omnistudio
- Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded.

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