Job Specifications
Engagement Type
Contract Complete Description
Technical
Specialist (TS1) is the primary Salesforce resource, dedicated to triaging,
analyzing, and resolving the Service Now tickets that support the in-house Salesforce
applications utilized across the agency. This resource is responsible for any Configuration changes, building dashboards, and reports.
Role also includes collaborating with internal stakeholders and team members in
identifying & trouble shooting solutions that are used across the agency. This
position functions as a member of the Medicaid ITS Team, reports to the ITS
Manager, and works with ITS Development teams.
Responsibilities
- Monitor & Support current
Salesforce Applications and any new ones being built.
- User
management - including new user setup/deactivation, roles, profiles,
permissions, public groups
- Configuration
changes (Flow Builder, fields, page layouts, record types, custom
settings, dashboards, reports)
- Work with business teams as needed
to understand their processes and translate their needs into actionable
salesforce requirements.
- Involved in all
aspects of the Project life cycle from design, implementation, testing &
deployment to sandboxes, post-production solution and user support
- Develop and create customized
reports and dashboards.
- Manages user testing to include
developing test plans, creating user test cases.
- Create and maintain documentation &
training materials on processes, policies, configuration, and user guides.
- Proactive system maintenance,
including security reviews, release updates, and health check
- Familiar with Salesforce.com best
practices related to release management.
- * OST Consultant Job Title: Technical Specialist 1
Detailed Day-To-Day Job Duties to be performed:
Responsibilities:
• Maintain, Develop, Test, Document and Deploy high quality business solutions on the Salesforce platform.
• Maintain, enhance, and create workflows, Flows and other functions and configurations within the Salesforce.com environment.
• Maintain and Manage Salesforce Experience Cloud.
• User management - including new user setup/deactivation, roles, profiles, permissions, public groups
• Proactively seek out and identify needed system changes.
• Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation.
• Develop and create advanced-level customized reports, dashboards and respond to ad hoc reporting requests as needed.
• Work with leadership and stakeholders, determine Salesforce and other technologies, software, tools, and approaches to improve operational efficiencies, and enhance customer experience.
• Create project documentation, including user interface guides, training documentation or other functional specific documents and change requests.
• Thoroughly unit test development deliverables and participates in business user acceptance testing
• Validate test cases and results against requirements.
• Develop complex, macro driven reports to summarize system information for Senior Management.
• Salesforce report-building best practices should be followed to avoid the creation of configurations that negatively impact performance as data volumes increase.
• Assist with migration from older systems/processes into Salesforce.com.
• Import data as appropriate using Salesforce tools like Data Loader
• Log, troubleshoot and resolve system problems.
• Monitor and manage exception logs for back-end system integration with SFDC.
• Perform other duties as assigned.
REQUIRED Skill Sets:
Technical Specialist 1 must have solid salesforce.com skills, experience setting up Salesforce Communities and ideally, understand the general concepts of Customer Relationship Management (CRM).
Education:
Bachelor’s degree in computer science, Information Systems, or a related field.
Experience:
- 5-6 years in Information Systems operations, including analysis, design, and development.
- 4+ years of professional experience in developing and administering applications on Salesforce platform technologies (Sales Cloud, Service Cloud, Community Cloud).
- 4+ years of experience building and managing Salesforce Experience Cloud.
- 4+ years in Salesforce design, analysis, configuration, customization, and reporting.
- 4+ years of experience with Salesforce data model and data migration.
- Minimum 3 years of experience with Salesforce tools such as Data Loader, OneSpan and Nintex DocGen.
- 3+ years of experience with SCRUM/Agile development practices.
Technical Skills:
- Proficient in web services API integrations (REST & SOAP) with internal and third-party systems.
- Strong reporting background using Salesforce standard reporting tools and functionality.
Additional Requirements:
- Ability to propose, document, and implement software project lifecycle solutions.
- Strong analytical and problem-solving skills for troubleshooting and root cause analysis.
- Ex