Salesforce Production Support Analyst

Job Title: Salesforce Production Support Analyst
Job Location: Windsor Mill, MD – Fully Remote
Compensation: $40 - $46/hr
Eligibility/Clearance: Candidate Must be a US Person and have lived in
the United States at least three (3) out of the last five (5) years.
Candidate must be willing and able to obtain a CMS Public Trust
clearance.
Job Description:
In this role, a typical day will include:
- Administering Salesforce access, adding, removing, and reviewing
user permissions to ensure secure and appropriate access.
- Triaging and resolving production incidents, including management of
escalations and updating communications to stakeholders.
- Providing Tier 2 and Tier 3 user support and troubleshooting through
the support of the Inquiry Response team’s technical and operational
issues. Providing guidance, solutions, and facilitating
communications to ensure escalated issues are resolved.
- Using Dynatrace, monitoring system performance, observing
application health, detecting anomalies, and analyzing trends in
alerts and performance, responding proactively to issues and working
to prevent future production incidents.
- Facilitating the root cause analysis process, including leading the
investigation into problems to identify the underlying causes and
recommending corrective actions.
- Supporting production security and compliance requirements through
collaboration with the Security Team on resolution of audit log
anomalies, permission issues, and tool integration findings.
- Checking data integrity, performing audits and validations to ensure
the accuracy of client and business data.
- Developing and maintaining Incident Management and monitoring
procedures, training, and reports, driving continuous improvement
and consistency.
- Executing manual business processes and operational tasks using
Salesforce and Python to manage and support the client’s data
environment and data needs, such as manual documents or data loads.
- Coordinating with external partners and cross-program to collaborate
and facilitate production business processes, including cross-system
testing and cross-system interconnections.
- Participate in client meetings and document notes in a clear and
concise manner as needed.
- Facilitate internal and external training presentations by
demonstrating knowledge of technical processes, workflows, and
answering questions from participants clearly and concisely.
- May provide mentorship to more Jr team members and may function as
back-up to lead as needed.
What You’ll Need to Succeed
The most important thing for candidates to possess is the ability to
convey ideas or requirements in written form, as well as the ability to
understand and incorporate written feedback; this is 95% of the role.
They will be working with the internal technical team to talk about the
proposed solution, not proposing a technical solution.
Education:
- Bachelor’s degree or higher
- Preferred: Possess Valid Salesforce certification, such as
Salesforce Certified Administrator (preferred) or Salesforce
Experience Cloud Consultant – Salesforce certification will be
verified on Trailhead
Required Experience:
- Hands-on experience as a Salesforce Admin and/or Production Support
Analyst
- Hands-on experience with production incident management, triaging
incident tickets and service requests, and root cause analysis
processes.
- 3+ years of in-depth hands-on experience using Salesforce as an
Admin, developer, etc.
Required Technical Skills:
- 5+ years of hands-on Salesforce experience, preferably working with
custom Salesforce solutions, including an understanding of Service
Cloud, Experience Cloud (Portals), LWC, and Aura
- Hands-on experience using Dynatrace for monitoring and event-alerts
- Hands-on experience using Python
- Experience using JIRA, SharePoint and Confluence
- Proficient using MS Office, including Word, Excel, and PowerPoint.
Security Clearance Level:
- Candidate must be willing and able to obtain a CMS Public Trust
clearance.
Required Skills and Abilities:
- Exceptional communication and presentation skills, with the ability
to present technical and non-technical information to various
audiences.
- Strong interpersonal skills to collaborate with customers and
internal cross-functional teams
- Self-motivated, well-organized and strict attention to details
- Ability to understand and manage customer expectations and software
implementation methodology
- Ability to prioritize and work on multiple projects at the same time
- Excellent analytical skills, including the ability to integrate
information from multiple sources
- Ability to work independently and interact regularly with government
and non-government stakeholders at multiple levels of authority
- Must have the capacity to understand the QA processes and work in
the software environment
Preferred Skills:
- Background with the No Surprises Act (NSA), Affordable Care Act
(ACA), and/or healthcare policy
- Active agile certifications, such as Certified SAFe Agilist, SAFe
Practitioner and/or Scrum Master
Location:
- Remote or onsite in Windsor Mill, MD
Citizenship Required (no exceptions):
- Must be a US Person and have lived in the United States at least
three (3) out of the last five (5) years.
Education:
Bachelors Degree in Computer Science or a related field
ATR is an Equal Opportunity Employer (EOE) who will provide equal
employment opportunity to employees and applicants for employment
without regard to race, ethnicity, religion, color, sex, pregnancy,
national origin, age, veteran status, ancestry, sexual orientation,
gender identity or expression, marital status, family structure, genetic
information, or mental or physical disability