Key Responsibilities:-
Troubleshooting & Support:- Leverage Salesforce expertise to troubleshoot issues, perform root cause analysis, and address bug fixes/user stories in collaboration with our offshore team. Manage integration failures.
Release Management:- Oversee Salesforce release processes, strategically employing Copado while adhering to strict code scan rules. Manage back-deployments to developer sandboxes.
Documentation:- Create and maintain release documentation (Config workbooks, data dictionaries, user/admin guides).
Stakeholder Management:- Build strong relationships with stakeholders across multiple state agencies. Provide clear project status updates, manage expectations, and escalate issues as needed.

Job Requirements:-
Salesforce Expertise:- 7 years of hands-on experience with Salesforce (Service Cloud focus), including LWC, Apex, and configuration. Relevant Salesforce certifications are highly valued.
Technical Skills:- Understanding of integrations, troubleshooting proficiency, and familiarity with Public Sector Foundation Solutions (PSF) are desirable.
Project Management:- Proven ability to manage release plans and execution effectively.
Communication & Collaboration:- Excellent verbal and written communication; ability to work with offshore development team and across time zones.
Support Mindset:- Knowledge of SLAs, priorities, and severities within application support. ITIL background is a plus.
Should have worked on Salesforce Support projects (Post-production Support)
Should be able to resolve support tickets
Should be able to work on small enhancements
Should also have experience in implementation project
Should be able to maintain low backlog of tickets
Should be able to meet the SLA on all tickets based on the defined SLA
Should have experience in release management
Should be able to lead/manage the support team
Should be able to manage/handle the customer for maintenance & enhancement projects

Work Allocation:-
Copado Release Deployments: 40%
Documentation: 20%
Customer Communication & Reporting: 15%
Issue Troubleshooting, Bug Fixes, RCA, and User Story Development: 25%

Job Type: Full-time

Schedule:

• 8 hour shift

Experience:

• Salesforce: 7 years (Required)
• Ticket: 5 years (Required)

Ability to Relocate:

• Montpelier, VT 05602: Relocate before starting work (Required)

Work Location: In person