Key duties and responsibilities
- Enable users to onboard and get the most out of the Salesforce platform and applications.
- Understand the clients' data and assist with data modelling, data quality, and creation and maintenance of accurate reports and dashboards to meet clients' needs.
- Understand the clients' workflows and assist with enabling clients' ability to efficiently manage their workflow while meeting compliance requirements e.g. government records classification and management.
- Engage in governance processes to ensure designs are aligned to best practices and change releases meet quality assurance requirements and are approved for release.
- Be on-call in a support roster for 1 week out of every month to support P1 and P2 incidents.
- Execute data updates in the production environment as directed by the business, ensuring strict adherence to data governance standards.
- Support backup and restore, and disaster recovery testing and operational processes.
- Perform problem and incident determination and resolution activities.
- Deploy changes via Azure Dev Ops to Production based on guidance from the release team.
- Review and interpret Salesforce debug logs for issue resolution and validation.
- Perform PVT post deployment for Salesforce release and also participate in testing of Salesforce Platform releases.
- Familiarity with Salesforce metadata structure and its representation in Git repositories.
- Exposure to sandbox environments for testing and validation.
- Debug logs to support troubleshooting and quality assurance.
Note: This role requires the successful candidate to provide 24x7 on-call support on a shared roster basis of up to 183 calendar days per annum.
Essential criteria
1. Minimum 3+ years experience supporting Salesforce applications for level 1 and 2 support. At least one of the following Salesforce certifications: Salesforce Admin/ App Builder/ Developer.
2. Have specialist ICT skills and knowledge in the following:
Import and management of data through tools such as Salesforce Data loader.
Salesforce Reports and Dashboards.
User provisioning and profiles and permissions.
Process automation using flows to improve efficiency and user experience.
Debug Incidents in Production.
3. Experience in Service Cloud, Experience Cloud and Public Sector Solutions.
4. Excellent communication skills and experience making persuasive, evidence-based, recommendations that allow decision-makers to make informed decisions.
Minimum NV1 security clearance.
Be able to attend the Canberra office in-person 3 days per week.
Desirable criteria
1. Demonstrated experience in tracking and progressing tasks using Agile methodologies such as Kanban or Scrum.
2. Proven capability in managing and executing Salesforce Sandbox Refresh activities.
3. Experience with Salesforce seasonal platform releases (Winter, Summer, Spring), including the ability to advise business stakeholders on new features and enhancements.
4. Working understanding of Apex and LWC to assist developers in troubleshooting the code based issues during deployment or production incidents.
