{"id":2474053,"url":"https://alion.io/job/atr-salesforce-production-support-analyst","title":"Salesforce Production Support Analyst","company":{"id":2572760,"name":"Arena Technical Resources","domain":"atr.com","url":"https://alion.io/company/atr-com","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"A","score":94,"open_postings":114,"ghost_share":0.018,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":128,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":40,"max":46,"currency":"USD","period":"hour","gross":null,"usd_annual":92000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Dynatrace","optional":false},{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Python","optional":false},{"name":"SharePoint","optional":false},{"name":"Agile","optional":true},{"name":"Scrum","optional":true}],"status":"live","first_seen_at":"2026-10-09T15:31:10Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-21T20:34:35Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":11},"description":"Job Title: Salesforce Production Support AnalystJob Location: Windsor Mill, MD - Fully Remote\nCompensation: $40 - $46/hr\nEligibility/Clearance: Candidate Must be a US Person and have lived in\nthe United States at least three (3) out of the last five (5) years.\nCandidate must be willing and able to obtain a CMS Public Trust\nclearance.\nJob Description:\nIn this role, a typical day will include:\n- Administering Salesforce access, adding, removing, and reviewing\nuser permissions to ensure secure and appropriate access.\n- Triaging and resolving production incidents, including management of\nescalations and updating communications to stakeholders.\n- Providing Tier 2 and Tier 3 user support and troubleshooting through\nthe support of the Inquiry Response team’s technical and operational\nissues. Providing guidance, solutions, and facilitating\ncommunications to ensure escalated issues are resolved.\n- Using Dynatrace, monitoring system performance, observing\napplication health, detecting anomalies, and analyzing trends in\nalerts and performance, responding proactively to issues and working\nto prevent future production incidents.\n- Facilitating the root cause analysis process, including leading the\ninvestigation into problems to identify the underlying causes and\nrecommending corrective actions.\n- Supporting production security and compliance requirements through\ncollaboration with the Security Team on resolution of audit log\nanomalies, permission issues, and tool integration findings.\n- Checking data integrity, performing audits and validations to ensure\nthe accuracy of client and business data.\n- Developing and maintaining Incident Management and monitoring\nprocedures, training, and reports, driving continuous improvement\nand consistency.\n- Executing manual business processes and operational tasks using\nSalesforce and Python to manage and support the client’s data\nenvironment and data needs, such as manual documents or data loads.\n- Coordinating with external partners and cross-program to collaborate\nand facilitate production business processes, including cross-system\ntesting and cross-system interconnections.\n- Participate in client meetings and document notes in a clear and\nconcise manner as needed.\n- Facilitate internal and external training presentations by\ndemonstrating knowledge of technical processes, workflows, and\nanswering questions from participants clearly and concisely.\n- May provide mentorship to more Jr team members and may function as\nback-up to lead as needed.\nWhat You’ll Need to Succeed\nThe most important thing for candidates to possess is the ability to\nconvey ideas or requirements in written form, as well as the ability to\nunderstand and incorporate written feedback; this is 95% of the role.\nThey will be working with the internal technical team to talk about the\nproposed solution, not proposing a technical solution.\nEducation:\n- Bachelor’s degree or higher\n- Preferred: Possess Valid Salesforce certification, such as\nSalesforce Certified Administrator (preferred) or Salesforce\nExperience Cloud Consultant - Salesforce certification will be\nverified on Trailhead\nRequired Experience:\n- Hands-on experience as a Salesforce Admin and/or Production Support\nAnalyst\n- Hands-on experience with production incident management, triaging\nincident tickets and service requests, and root cause analysis\nprocesses.\n- 3+ years of in-depth hands-on experience using Salesforce as an\nAdmin, developer, etc.\nRequired Technical Skills:\n- 5+ years of hands-on Salesforce experience, preferably working with\ncustom Salesforce solutions, including an understanding of Service\nCloud, Experience Cloud (Portals), LWC, and Aura\n- Hands-on experience using Dynatrace for monitoring and event-alerts\n- Hands-on experience using Python\n- Experience using JIRA, SharePoint and Confluence\n- Proficient using MS Office, including Word, Excel, and PowerPoint.\nSecurity Clearance Level:\n- Candidate must be willing and able to obtain a CMS Public Trust\nclearance.\nRequired Skills and Abilities:\n- Exceptional communication and presentation skills, with the ability\nto present technical and non-technical information to various\naudiences.\n- Strong interpersonal skills to collaborate with customers and\ninternal cross-functional teams\n- Self-motivated, well-organized and strict attention to details\n- Ability to understand and manage customer expectations and software\nimplementation methodology\n- Ability to prioritize and work on multiple projects at the same time\n- Excellent analytical skills, including the ability to integrate\ninformation from multiple sources\n- Ability to work independently and interact regularly with government\nand non-government stakeholders at multiple levels of authority\n- Must have the capacity to understand the QA processes and work in\nthe software environment\nPreferred Skills:\n- Background with the No Surprises Act (NSA), Affordable Care Act\n(ACA), and/or healthcare policy\n- Active agile certifications, such as Certified SAFe Agilist, SAFe\nPractitioner and/or Scrum Master\nLocation:\n- Remote or onsite in Windsor Mill, MD\nCitizenship Required (no exceptions):\n- Must be a US Person and have lived in the United States at least\nthree (3) out of the last five (5) years.\nEducation:\nBachelors Degree in Computer Science or a related field\nATR is an Equal Opportunity Employer (EOE) who will provide equal\nemployment opportunity to employees and applicants for employment\nwithout regard to race, ethnicity, religion, color, sex, pregnancy,\nnational origin, age, veteran status, ancestry, sexual orientation,\ngender identity or expression, marital status, family structure, genetic\ninformation, or mental or physical 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