Senior Salesforce Support Analyst

Role/s: 1 x APS6 Salesforce Support Analyst

The NDIA Technology Services Division (TSD) is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme.

This work involves multiple projects spanning a number of current industry-leading technologies including Salesforce/Industries as a core component. The NDIA is committed to providing access to its services for Participants and Providers through digital and cloud channels.

The Technology Services Division (TSD) seeks an experienced and energetic Salesforce Support Analyst to join our dynamic fast-paced team.

Requirements

Key duties and responsibilities

• Maintain and configure Service Cloud Health Cloud and Digital Experience applications.
  
• Exhibit a deep understanding of the Salesforce platform with the ability to build end-to-end automated processes using declarative tools.
  
• Investigate and troubleshoot OmniStudio components including FlexCards Omniscripts data raptors and integration procedures.
  
• Perform ongoing system administration including maintaining users monitoring application metrics managing salesforce configurations and data integrity.
  
• Deployment of changes via existing DevOps framework.
  
• Perform interrogation of various log sources to investigate issues.
  
• Evaluate new releases of Salesforce to determine functionality requirements and provide detailed information on how changes will apply to all affected departments/users.
  
• Develop and maintain documentation on processes and configuration.
  
• Liaise with internal and external stakeholders across various disciplines (business architecture data etc.)
  
• Work within an Agile delivery methodology.
  
• Troubleshoot API and integration issues with different applications e.g. MuleSoft.
  
• Develop meaningful event monitoring and alerting.
  
• Knowledge transfer and training within the team.
  

Required Skills:

Responsible for collecting and evaluating data to comprehend business requirements and procedures and pinpoint opportunities for enhancement. Working with stakeholders the Business Analyst will compile user needs record discoveries and create user stories to develop digital services. Experience working with stakeholders to develop user requirements to support delivery in a multi-disciplinary team. Key responsibilities: Engaging with our internal and external users business areas to understand and capture user and business needs and identify opportunities (short and/or long-term transformation) for the future state. Work closely with solution architects to design solution that fit within the architecture standards for the program and how the design might contribute to the future state. Supporting user engagement throughout the different phases of Discovery Alpha Beta and Live; including the provision of ongoing business and technical advice. Convert the conceptual/theoretical model of a service/product into technically sound product features. Develop artefacts and diagrams to define and document user needs and system concepts and functionality Write user stories/PBIs for development maintain alignment with features dependencies within stories; help guide the sequence of development and acceptance testing of the implemented PBIs. Develop content for business consumption translating technical solutions/features in to simple effective manner suitable for wider business consumption Communicating future system requirements to software developers and assisting in system design. Collaborate with service designers and stakeholders to form the bigger strategic picture. Skills & Experience Extensive experience in business analysis for large scale transformations Demonstrable experience in solving complex problems based on evidence analysis and investigation Strong track record working in agile and multi-disciplinary teams Human Centred Design approach to service delivery The ability to communicate effectively with technical and non-technical audiences Influencing and guiding decisions with senior stakeholders Excellent knowledge and experience in creating quality visual materials Collaborative team player Excellent communicator in both written and verbal form. Ability to adapt and learn how to use a variety of systems.

Employment Type : Full Time
Experience: years
Vacancy: 1