Senior Salesforce Troubleshooter & Tech Escalation Lead

ASM Research, An Accenture Federal Services Company; Juneau (AK); Hybride; USD 35 000 - 68 000; Plein temps

Résumé du poste

ASM Research, An Accenture Federal Services Company, seeks an experienced IT specialist to serve as final escalation for Salesforce issues and to mentor junior staff. The role requires deep Salesforce and MS ecosystem knowledge, strong communication, and the ability to collaborate with developers and cross-functional teams in a hybrid environment.

The position includes troubleshooting complex system problems, supporting cloud infrastructure, and contributing to knowledge articles.

Qualifications

• Associate's degree or equivalent; degree in IT preferred.
• 8+ years of IT, systems administration, or related experience.
• Professional certifications preferred.

Responsabilités

• Final escalation point for complex Salesforce issues for Tier 1/2.
• Identify root causes of Tier 3 cases and resolve efficiently.
• Mentor junior team members and assist knowledge updates.
• Collaborate with developers and functional teams to test fixes.
• Occasionally report to client leadership on high-visibility cases.

Connaissances

Salesforce knowledge

Customer service

Troubleshooting

Communication

Team mentorship

Formation

Associate's degree or equivalent

Bachelor's degree preferred

Outils

Microsoft Windows

Office 365

SharePoint

Microsoft Teams

Cloud infrastructure

Description du poste

ASM Research, An Accenture Federal Services Company, seeks an experienced IT specialist to serve as final escalation for Salesforce issues and to mentor junior staff. The role requires deep Salesforce and MS ecosystem knowledge, strong communication, and the ability to collaborate with developers and cross-functional teams in a hybrid environment.

The position includes troubleshooting complex system problems, supporting cloud infrastructure, and contributing to knowledge articles.