Tier 3 Salesforce & IT Systems Engineer
ASM Research, An Accenture Federal Services Company
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Job summary
ASM Research, An Accenture Federal Services Company, is seeking an experienced IT Systems Administrator to support production and development systems. The role includes on-site and remote support, escalation handling for complex issues, and collaboration with Salesforce teams to resolve Tier 3 cases.
Qualifications include an associate or higher in IT, 8+ years in IT, and professional certifications. The position emphasizes strong customer service and clear communication with clients and
Qualifications
- Associate's degree or equivalent experience; Bachelor's degree preferred.
- Professional Certification or License preferred.
- 8+ years of experience in information technology, systems administration or related field.
Responsibilities
- 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 efficiently.
- Supports the Knowledge Manager with release-related updates to Knowledge Articles.
- Collaborates with Salesforce developers and functional team members to address bugs identified by Tier 3 cases.
- Occasionally reports to client leadership on high-visibility Tier 3 cases.
Skills
Education
Tools
Job description
ASM Research, An Accenture Federal Services Company, is seeking an experienced IT Systems Administrator to support production and development systems. The role includes on-site and remote support, escalation handling for complex issues, and collaboration with Salesforce teams to resolve Tier 3 cases.
Qualifications include an associate or higher in IT, 8+ years in IT, and professional certifications. The position emphasizes strong customer service and clear communication with clients and
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