Senior IT Systems Engineer — Salesforce Escalation

ASM Research, An Accenture Federal Services Company; Topeka (KS); Híbrido; USD 35.000 - 68.000; Jornada completa

Descripción de la vacante

ASM Research, An Accenture Federal Services Company, is seeking a senior IT specialist to provide ongoing support for production and development systems, both remote and onsite, including Salesforce environments across server and network areas.

You will act as final escalation for Tier 3 issues, mentor junior staff, and collaborate with PDA Salesforce developers and the business team to diagnose root causes and implement fixes, while maintaining strong customer service.

Formación

• Associate degree or equivalent; Bachelor's preferred in IT or related field.
• Professional certification or license preferred.
• 8+ years of IT experience in systems administration or related field.

Responsabilidades

• Serve as final escalation point for resolving Salesforce-related issues that Tier 1 and Tier 2 agents cannot resolve.
• Uses PDA Salesforce knowledge to diagnose root cause of Tier 3 cases and resolve them efficiently.
• Supports the Knowledge Manager with release-related updates to Knowledge Articles.
• Collaborates with PDA Salesforce developers and functional teams to address bugs identified by Tier 3 cases; tests fixes with development.
• Occasionally reports to client leadership on high-visibility Tier 3 cases.

Conocimientos

Excellent communication skills

Mentoring junior team members

Strong troubleshooting abilities

Attention to detail

Educación

Associate's degree or equivalent experience

Bachelor's degree in IT or related field preferred

Herramientas

Microsoft Windows

Windows Server

Office 365

SharePoint

Microsoft Teams

Cloud infrastructure

Storage technology

Descripción del empleo

ASM Research, An Accenture Federal Services Company, is seeking a senior IT specialist to provide ongoing support for production and development systems, both remote and onsite, including Salesforce environments across server and network areas.

You will act as final escalation for Tier 3 issues, mentor junior staff, and collaborate with PDA Salesforce developers and the business team to diagnose root causes and implement fixes, while maintaining strong customer service.