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