Salesforce Platform Support Analyst

Who are we?

At ORDE, we are passionate (and a bit obsessed…) about being disruptive and pushing hard to improve the experience and results for mortgage brokers. Our purpose "Built for Brokers" is clear and simple and defines our entire strategy (delivering better experiences, more value, and opportunities, anticipating more needs and communicating more solutions, for brokers and their customers).

We are a non-bank residential and commercial mortgage lending business brought to market in 2020. We are proudly leading the improvement of Australian non-bank lending performance standards, combining outstanding product solutions and service levels, delivered on transformed digital capabilities.

Who are we looking for?

At ORDE, we are looking for an experienced Salesforce Platform Support Analyst who has experience working in financial services industry especially on Q2/CloudLending/Symphonix packages on Salesforce to join our team. As the Support Analyst, you will play a key role in maintaining the Salesforce platform and addressing ongoing business user issues. You will be part of an evolving team, working closely with 2 other team members of the Salesforce Platform Support Team and the Enterprise Tech Ops team. Ensuring the issues that business users face are addressed in a timely manner is key to ORDE's continued growth and scalability.

Your key responsibilities will include:

• Provide Level 1 and Level 2 support for Salesforce platform issues, that involves troubleshooting of user-reported problems and/or resolving configuration or data-related errors.
• Monitor and maintain platform health, ensuring system availability using Datadog.
• Manage user access and permissions, including role hierarchies, profiles, permission sets, licenses and other Salesforce UAM related aspects adhering to least privileges principles.
• Collaborate with business teams to understand issues, document requirements for fixes or enhancements, and escalate complex problems to development teams when necessary.
• Coordinating with project delivery teams for feature/bug handovers, debugging and knowledge transfers where needed.
• Configure and update Salesforce config such as Apex, Flows, Validation Rules, Page Layouts, LWC etc to address problems raised through support tickets.
• Configure and/or update Symphonix Loan servicing (also known as Q2 Loan Servicing) configuration issues that involves debugging and fixing payment clearing, interest posting, loan health, APS setup etc.
• Create, maintain and use SOPs to support recurring support tickets like data management, UAM, accounting issues from Symphonix, user errors etc.
• Perform regular audits and checks on UAM and Salesforce events through Datadog.
• Using Jira Service Management to manage support tickets and SOPs as knowledge.
• Collaborate with Salesforce developers, testers, and product owners to ensure smooth handover of fixes and enhancements from development to production.

Why would you choose us?

• We are a fast-growing successful company, who is focusing on lifting the lending standards through technology. We use our team's strong experience to implement today's redefined digital technology capabilities, unlocking improvements and delivering them where they matter most: our broker and borrower customers.
• We think it is exciting to be part of our team which is building something which will make a difference.
• We are focused, disruptive, always thinking outside of the box and will encourage you to try new things.
• All the business users are located in Australia and hence you will be supporting users from Australian time zones only.
• We have a Salesforce centric technology landscape which will give you plenty of exposure to full suite of Salesforce products and features like Finance Service Cloud, Omnistudio, Data Cloud, Service Cloud Voice etc.
• We have a young, flexible and matured Salesforce Ops and Support team where you can explore your full potential
• We have a highly functional CI/CD pipeline that allows us to deploy at any time and any speed.
• We really care about our people and want them to have the best experience of their career.
• We guaranty fun, challenge, learning and growth
• We are an inclusive and embrace being challenged through diversity of thoughts.
• We remunerate well.

Why would we choose you?

• You are an experienced (3+ years) Salesforce Platform Analyst / Developer with experience and knowledge on maintaining business processes using features of Salesforce Platform.
• You are experienced in development using Apex, Flows, LWC, Aura, Visualforce, and similar Salesforce core capabilities. (Must have)
• You are experienced in Symphonix Cloud Lending Loan Servicing (also known as Q2 Loan Servicing). (Must have)
• Exposure to Financial Services / Lending Domain. (Must have)
• You understand ABC's of working in Platform Maintenance and Support teams. (Must have)
• You have prior experience or knowledge in using DevOps tools like Git, GitHub, Salesforce CLI and Visual Studio.
• Experience in developing business documents using Conga. (Nice to have)
• Understanding and using unlocked packages to adopt modular repository management (nice to have).
• Exposure to Finance Service Cloud, Business Rule Engine and Omnistudio (nice to have)
• You are able to work independently and as part of a team.
• You are able to work in a fast-paced environment and maintain high level of attention to detail and accuracy.
• You are resilient, know how to prioritise well when there are 600 things to do, and you are a real team player.

Join Us

If you are passionate about Salesforce and are seeking a challenging and successful career in an outstanding business with a people focus and high-performance team culture, then we encourage you to apply for this exciting opportunity.