Technical Specialist
Technical Specialist
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Job Description
The following resource is required for ITS-AppDev to implement & support the new Customer Experience Management System (CEMS) built in-house for supporting the Managed Care Entities SPBM OHCW Waiver members. The purpose of the application is to develop a single software solution to meet CMS grievance system requirements for all FFS waivers & SPBM Grievances & Appeals address MCP grievance data storage and analytics needs pursuant to federal reporting requirements and provide visibility to complaints received by Ohio Home Care Waiver (OHCW) Case Management Agencies (CMAs).
The scope of the resources work includes Salesforce System development workflow design & documentation. This projects Phase 2 is slated for Jan 1st 2026 go-live date for receiving submitting Grievances & Complaints in the system directly.
Responsibilities
Work with business teams to understand their processes and translate their needs into actionable salesforce requirements for configuration/development.
Involved in all aspects of the Project life cycle from the initial kickoff through the requirements analysis design implementation testing and post-production solution and user support.
Maintains and provides enhancements to the existing Salesforce solutions.
Develop and create customized reports and dashboards.
Manages user testing to include developing test plans creating user test cases.
Create and maintain documentation on processes policies configuration and user guides.
Familiar with best practices related to release management and deploying changes through the various sandboxes to production.
Mentors and trains State Development resources.
Detailed Day-To-Day Job Duties to be performed:
Responsibilities:
Design Develop Test Document and Deploy high quality business solutions on the platform.
Maintain enhance and create workflows Flows and other functions and configurations within the environment.
Develops and Manages Communities
Proactively seek out and identify needed system changes.
Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation.
Develops and creates advanced-level customized reports dashboards and respond to ad hoc reporting requests as needed.
Handles and implements third-party integrations and trouble-shoots any issues with applications as they arise.
Works with leadership and stakeholders determine Salesforce and other technologies software tools and approaches to improve operational efficiencies and enhance the customer experience.
Creates project documentation including user interface guides training documentation or other functional specific documents and change requests.
Thoroughly unit test development deliverables and participates in business user acceptance testing
Validates test cases and results against requirements.
Develops complex macro driven reports to summarize system information for Senior Management.
Salesforce report building best practices should be followed to avoid the creation of configurations that negatively impact performance as data volumes increase.
Assist with migration from older systems/processes into .
Import data as appropriate using Salesforce tools like Data Loader
Log troubleshoot and resolve system problems.
Monitor and manage exception logs for back-end system integration with SFDC.
Perform other duties as assigned.
REQUIRED Skill Sets:
Technical Specialist 3 must have solid skills experience setting up Salesforce
Communities and ideally understand the general concepts of Customer Relationship Management (CRM).
Bachelors Degree in Computer Science or information systems or related field
8-10 years of experience in Information systems operations environment in Analysis Design & Development
Minimum of 5 years of Professional Experience in development & administration of applications in Salesforce platform-based technologies (Sales Cloud Service Cloud Community Cloud)
Minimum of 5 years of Experience in Apex SOQL development Java Script and specifically
Lightning Component Framework
5 years of Experience in building and Managing Communities
Minimum of 5 years of experience in SFDC Design Analysis Configuration Customization and Coding
Minimum of 5 years of experience with SFDC data model and the data migration / integration capabilities of SFDC
Strong reporting background using standard reporting tools including standard reporting functionality
Minimum of 3 years of experience with Salesforce tools such as Data Loader SFDC Outlook connector Jitterbit MuleSoft etc.
Handle web services API integrations with other internal and 3rd Party systems (REST & SOAP)
5 years of experience with SCRUM/Agile Development practices.
Required ability to propose document and implement software project lifecycle solutions (software and documentation).
Developer certification or Administrator certification preferred.
Knowledge of Salesforce tools like Flosum Ownbackup preferred.
DESIRED Skill Sets:
Demonstrate effective leadership analytical and problem-solving skills
Required excellent written and oral communication skills with technical and business teams.
Ability to work independently as well as part of a team
Stay abreast of current technologies in area of IT assigned
Establish facts and draw valid conclusions
Recognize patterns and opportunities for improvement throughout the entire organization
Ability to discern critical from minor problems and innovate new solutions
Employment Type
Full Time
