Senior Salesforce & IT Systems Engineer

ASM Research, An Accenture Federal Services Company; Saint Paul (MN); Híbrido; USD 35.000 - 68.000; Jornada completa

Descripción de la vacante

ASM Research is seeking an experienced IT professional to provide ongoing support for Salesforce and related systems in a hybrid US-based environment. The role serves as final escalation for Tier 3 Salesforce issues, mentors junior team members, and collaborates with developers and functional teams to resolve complex problems.

The candidate will analyze root causes, contribute to Knowledge Articles, and occasionally report to client leadership on high-visibility cases.

Formación

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

Responsabilidades

• Serves as the final escalation point for resolving the most complex Salesforce-related issues that Tier 1 and Tier 2 agents cannot resolve.
• Uses Salesforce knowledge to identify root cause of Tier 3 cases and resolve cases effectively.
• Supports release-related updates and improvements to Knowledge Articles.
• Collaborates with PDA Salesforce developers and stakeholders to address bugs and test fixes.
• Occasionally reports to client leadership on high-visibility Tier 3 cases.

Conocimientos

Troubleshooting

Customer service

Communication

Problem analysis

Cloud infrastructure

Educación

Associate's degree

Bachelor's degree in IT/CS

Professional certification/license

Herramientas

Office 365

SharePoint

Teams

Microsoft Windows

Descripción del empleo

ASM Research is seeking an experienced IT professional to provide ongoing support for Salesforce and related systems in a hybrid US-based environment. The role serves as final escalation for Tier 3 Salesforce issues, mentors junior team members, and collaborates with developers and functional teams to resolve complex problems.

The candidate will analyze root causes, contribute to Knowledge Articles, and occasionally report to client leadership on high-visibility cases.