Senior Salesforce & IT Systems Escalation Engineer

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

Descripción de la vacante

ASM Research, An Accenture Federal Services Company is seeking an experienced IT professional to provide advanced Salesforce support, systems administration, and escalation at Tier 3. The role includes mentoring junior staff and ensuring smooth operations of both on-premises and cloud-based platforms.

The ideal candidate has 8+ years in IT, strong Microsoft ecosystem knowledge, and the ability to translate technical issues for non-technical stakeholders while maintaining top-tier customer

Formación

• Associate's degree or equivalent relevant experience; Bachelor's Degree in Information Technology, Computer Science, or a related field preferred.
• Professional Certification or License preferred
• 8+ years of experience in information technology, systems administration or other IT 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 attention to detail, PDA Salesforce business knowledge, and Salesforce technical knowledge to identify root cause of Tier 3 cases and resolve cases effectively and efficiently.
• Supports the Knowledge Manager with release-related updates and requested improvements to Knowledge Articles.
• Works closely with PDA Salesforce developers and functional team members to address bugs identified by Tier 3 cases. Collaboration may involve testing fixes made by the development team.
• Occasionally will report to client leadership on high-visibility Tier 3 cases.

Conocimientos

8+ years IT experience

Educación

Associate's degree or equivalent

Bachelor's Degree in Information Technology or Computer Science or related field preferred

Professional Certification or License preferred

Descripción del empleo

ASM Research, An Accenture Federal Services Company is seeking an experienced IT professional to provide advanced Salesforce support, systems administration, and escalation at Tier 3. The role includes mentoring junior staff and ensuring smooth operations of both on-premises and cloud-based platforms.

The ideal candidate has 8+ years in IT, strong Microsoft ecosystem knowledge, and the ability to translate technical issues for non-technical stakeholders while maintaining top-tier customer