Tier I Help Desk - Salesforce Administrator (Remote)

Salesforce Help Desk Tier 1 Administrator

Armavel is seeking a Salesforce Administrators to support a high-profile software development project in support of a large federal agency. This Salesforce Administrator will have responsibilities that include managing security, troubleshooting, and end-user support. This position will offer direct exposure to a key federal program, with a focus on ensuring customer success with scalable solutions, processes, and applications.

Current shifts are Saturday 4:00am-Noon EST Sunday 4:00am-8:00am EST with the possibility to pick up extra hours.

Key Responsibilities:

• Support the daily cross-functional operational readiness of the federal agency’s shared Salesforce platform.
• Promptly identify, escalate, communicate, and document incidents, applying best practices to resolve technical incidents / outages, and maintain detailed incident / outage records for analysis and improvement.
• Work as a team to assist outage management efforts by coordinating with cross-functional teams, initiating incident / outage response protocols, and communicating status updates to stakeholders to ensure a swift restoration of services.
• Manage security, users, roles, profiles, groups, queues, and other Salesforce setup options, as necessary.
• Maintain the integrity of services integrated with our cloud environments, including proprietary in-house systems and external integrations.
• Closing out tier 1 cases which includes user creations, dashboard/report clean up and end user support issues.
• Evaluate new Salesforce releases and applications, participate in plans for their implementation and remain current with Salesforce administration best practices.
• Monitor performance and scalability and refactor existing sub-optimal features.
• Create reports in Salesforce to meet operational requirements including maintaining a standard set of queries/reports to satisfy requirements; validate queries/reports created by others in the organization and assist in the interpretation of data. Provide meaningful and actionable intelligence to our business groups.
• Train/support end users with the use of the Salesforce application, and act as an escalation point for internal Salesforce issues.

Requirements:

• Must have active Salesforce Administrator certificate to be hired. Note the newer Salesforce ‘Associate’ certificate is not sufficient.
• Bachelor’s Degree is helpful but not required.
• 1+ years of Help desk or other experience working in a customer service capacity is helpful but not required.
• Experience with the Salesforce business workflow (different entities like opportunity, leads, account, assets, etc) is helpful but not required.
• Must be a US Citizen, with the ability to obtain a US Security Clearance

What Makes You Great:

• Willingness to work hard, learn new things, and take on a challenge
• Adaptability, humility, and a willingness to take ownership
• Strong customer service centered and the ability to collaborate within a cross-functional team.
• Ability to research and resolve problems efficiently and accurately.
• Excellent communications and presentation skills.
• Ability to interact professionally and productively with senior government officials.
• Strong attention to detail, organizational and time management skills.
• Self-starter and proactive

Why this position is rewarding:

• Fully remote workforce – work from anywhere in the US!
• You’ll get lots of work done, and work with a team that likes to hustle.
• You get to play a big part in important technologies being brought to an entirely new audience and get to work with some cool technology companies.
• Your work will benefit veterans.