Job ID: NC-687997 (98090811)
Salesforce Admin (certified) with JIRA, DataLoader, ServiceNow, and Continuous Improvement experience
Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 1 (1)
SkillRequired / DesiredAmountof Experience
Salesforce administrator CertificationRequired2Years
Problem Solving, Collaboration and Customer ServiceRequired5Years
Oral and Written communicationsRequired5Years
JIRA, MS Excel, DataLoaderRequired5Years
Team Management/Supervision, Issue Management and Escalation and continuous improvementRequired5Years
The North Carolina Department of Health and Human Services requires the services of a Salesforce Administrator – Tier-3 Support to support COVID – CVMS application.
Responsibilities include:
– Triage and resolve assigned tickets in timely manner with high quality, which may require engaging directly with providers and recipients
– Develop and expand Salesforce skills to enable resolution of tickets across wide range of issues
– Use ServiceNow to manage assigned tickets through resolution, including documenting steps taken during resolution and assigning tickets to other teams as needed for triaging and resolution
– Escalate potential CVMS defects or enhancements to Tier-3 Support Lead
– Triage and resolve issues with CVMS providers’ information displayed on Vaccines.gov
– Support resolution of issues with CVMS Direct (EHR) providers submission of information to CVMS
– Monitor and support resolution of CDC Report errors associated with CVMS data
– Participate in special projects as requested (e.g., outbound contact campaigns)
Skill sets needed:
– Salesforce Administrator Certification
– ServiceNow
– Oral and Written Communications
– Problem-solving
-Collaboration
-Customer Service
– Support Lead, in addition to the skills listed above:
JIRA
MS Excel
DataLoader
Team Management / Supervision
Issue Management and Escalation
Continuous Improvement