Senior Salesforce & Systems Escalation Engineer

ASM Research, An Accenture Federal Services Company; Madison (WI); 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 escalated Salesforce support (Tier 3) and handle complex systems administration tasks. The role involves mentoring junior staff and coordinating with developers to resolve issues across both production and development environments.

You will translate technical terms for non-technical stakeholders, maintain documentation, and support cloud infrastructure, digital workspace, and storage

Formación

• 8+ years of experience in information technology, systems administration or other IT related field.
• Associate's degree or equivalent; Bachelor's Degree preferred in IT/CS or related field.
• Professional Certification or License preferred.
• Strong knowledge of Microsoft Operating Systems and products including Windows, Windows Server, Office 365, SharePoint and Teams.

Responsabilidades

• Act as final escalation point for complex Salesforce-related issues Tier 1/2 cannot resolve.
• Use PDA Salesforce knowledge to identify root cause of Tier 3 cases and resolve efficiently.
• Assist Knowledge Manager with release-related updates and improvements to Knowledge Articles.
• Collaborate with PDA Salesforce developers and functional teams to address bugs and test fixes.
• Occasionally report to client leadership on high-visibility Tier 3 cases.

Conocimientos

Salesforce knowledge

Troubleshooting

Customer service

Communication

Educación

Associate's degree or equivalent experience

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

Professional Certification or License preferred

Herramientas

Microsoft Windows

Windows Server

Office 365

SharePoint

Teams

Descripción del empleo

ASM Research, An Accenture Federal Services Company is seeking an experienced IT professional to provide escalated Salesforce support (Tier 3) and handle complex systems administration tasks. The role involves mentoring junior staff and coordinating with developers to resolve issues across both production and development environments.

You will translate technical terms for non-technical stakeholders, maintain documentation, and support cloud infrastructure, digital workspace, and storage