Job ID: CO-60137 (94590310)
Hybrid/Local Salesforce Help Desk Analyst with agile, Mobile support, JIRA, Google Suite, incident management experience
Location: Denver, Colorado (CO CDHS)
Duration: 4 months
SKILLS:
Skills Architecture AGILE – Agile Development Methodology Novice (1-3 Years) Yes
Skills Others Mobile Application Support Novice (1-3 Years) No
Skills Others End User Support Proficient (4-6 Years) Yes
Skills Others Google Suite Proficient (4-6 Years) Yes
Skills Others JIRA Novice (1-3 Years) No
Skills Others Salesforce Novice (1-3 Years) Yes
Skills Others Screen Sharing & Demonstrations Proficient (4-6 Years) Yes
Skills Others Communication skills both verbal and written Proficient (4-6 Years) Yes
Skills Others Learning ability Proficient (4-6 Years) Yes
Skills Others Process Flow Analysis Novice (1-3 Years) No
Skills Others Team work Proficient (4-6 Years) Yes
Primary Job Responsibilities:
Provides Salesforce and Salesforce third-party application support to end users on a variety of issues and identifies, researches, and resolves technical problems
Follows up with internal and external users, by email, phone, or webinar to gather more information to identify and solve the problem
Documents, tracks, and monitors the problem to ensure a timely resolution
Submits and tracks user-reported issues in the incident management system(s)
Ensure the incident is assigned the correct priority, category, and impact
Validates user-reported bugs and system issues and identifies the root cause
Assign incidents to the appropriate internal or external Technical Team resource to be worked on and tracked to ensure the work is completed
Identify high-priority issues that may need to be addressed outside of the normal release cycle
Identify incidents that are duplicates of existing issues and create a relationship with original and current issues
Communicates with end users to inform them of known system issues and issue resolution
Documents issues and issue resolution to be used to update programmatic FAQs and user guides
Adhere to and inform the standard process for issue identification and resolution
Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved
This position will provide technical support for Salesforce applications to the Colorado Department of Early Childhood Division of Community and Family Support (DCFS) line of business information technology team by assisting with internal and external end-user technical support, incident management, end-user issue testing and validation activities, and maintaining incident documentation. This position will also be responsible for maintaining DCFS issue tracking systems (including but not limited to Google, Salesforce, and Jira) including managing the support emails and ticket submissions from internal and external system users, updating the issue tracking systems with information from support tickets, and assigning incident user stories to team members and/or contract vendor as needed.