Salesforce Enterprise Support Specialist

4 days ago

Melbourne, Victoria, Australia Ayan Infotech Full time
About the Role

Ayan Infotech seeks a seasoned Salesforce developer to join their team in Sydney, Melbourne, Adelaide, Canberra or Brisbane. As an Australian citizen, you will be part of a seasoned team working on a multi-year enterprise support project.

Responsibilities will include providing technical support and solutions for the Salesforce platform, collaborating with various teams to troubleshoot issues, implement fixes, and support Salesforce-related projects. This role requires a proactive and detail-oriented individual who can manage high-priority issues and deliver timely resolutions.

Key Responsibilities
  • Technical Support: Provide expert-level support for Salesforce applications, including troubleshooting, debugging, and resolving technical issues.
  • Incident Management: On Call support for P1 and P2 for L3 Platform Production issues, business hours for other issues; collaborate with other parties to resolve incidents, raise incidents towards other parties as needed and track to completion, escalate as needed to Salesforce Functional Leads, attend Post Incident Reviews on customer request.
  • Problem Management: Raise Salesforce tickets, Manage Salesforce tickets and provide updates, work with other parties.
  • Request Management: Triage Platform Requests via Azure DevOps Platform Front Door or applicable tool, action or assign as required. This includes performing data extracts.
  • System Maintenance: Perform regular system maintenance, updates, and enhancements aligned to our SOPs to ensure optimal performance and reliability of the Salesforce platform.
  • Configuration & Customization: Assist in configuring and customizing Salesforce to meet business requirements. Implement changes and updates based on evolving needs.
  • Documentation: Maintain accurate and detailed documentation of issues, resolutions, system configurations, and changes.
  • Continuous Improvement: Staying updated on Salesforce best practices, new features, and industry trends to recommend improvements and enhancements that can benefit the organization.
  • Roles Based Access Management: Manage and assign access, review profiles in use and align with business and security requirements. Audit privileged accounts on monthly basis.
  • Platform Monitoring and Measurement: Perform daily monitoring and health check tasks. Configure monitoring capability for apps and platform, develop KPIs and ops thresholds for insights, develop reporting dashboards.
About You

You should have proven experience with Salesforce administration, configuration, and support. Prior experience as a Salesforce Support Engineer or in a similar technical support role is highly desirable.

Solid understanding of the Salesforce platform, Salesforce architecture, data model, and security. Proficiency in Salesforce tools, Apex, SFDX, Salesforce CLI, OmniStudio, and Lightning components is necessary.

Excellent problem-solving skills with the ability to analyze and resolve technical issues quickly and effectively to help propose enterprise-wide solutions.

Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users and provide clear instructions. Develop and maintain relationships with key stakeholders.

An attractive rate of $120,000 per annum, relevant to experience, is on offer. If you are interested in this opportunity, please click the link below to learn more.

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