Senior Salesforce Helpdesk Support (APS6 equivalent)

Canberra - Australia

Monthly Salary: Not Disclosed

Experience Required: 5years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

Division/Branch: Information Management & Technology Division Business Solutions Branch (Commercial Application & Delivery Section)

Buyer: Department of Foreign Affairs & Trade (DFAT)

Location: ACT (Canberra) Hybrid (typically 3 days in office 2 days WFH)

Hours: Up to 40 hours per week

Contract: Initial 12 months with up to 2 12month extensions

Security clearance: Must be able to obtain Negative Vetting Level 1 (NV1)

he Senior Salesforce Helpdesk Support (Salesforce Administrator) is responsible for enabling DFAT and partner agency users to get the most from the Salesforce platform ensuring high data quality reliable operations and compliant workflows. The role covers level 1 and level 2 support configuration-driven delivery data management reporting release support and incident/problem resolution across critical departmental services including Consular and Crisis response.

Key Responsibilities

User Enablement & Support
- Onboard and support users across Service Cloud Experience Cloud and Public Sector Solutions.
- Act as the front door for daytoday Salesforce enquiries and triage/resolution of P1/P2 incidents.
Data Management & Reporting
- Perform data imports/updates using tools such as Salesforce Data Loader.
- Maintain data quality and modelling; create and manage Reports & Dashboards aligned to stakeholder needs.
- Execute approved data updates in production in adherence with data governance (e.g. Archives Act).
Workflow & Compliance
- Analyse client workflows; configure Flows and automation to improve efficiency and user experience.
- Support compliance requirements including records classification and management.
Release Testing & Operations
- Participate in governance and change processes to align with best practices and QA requirements.
- Deploy changes to Production via Azure DevOps under release team guidance.
- Review Salesforce debug logs for issue resolution and validation; perform PVT postdeployment.
- Support backup/restore and disaster recovery testing and operational procedures.
- Use sandbox environments for testing/validation and understand Salesforce metadata in Git repositories.
Stakeholder Communication
- Prepare clear persuasive evidencebased recommendations for decision makers.
- Advise stakeholders on platform features and enhancements (including seasonal releases).

Requirements

Essential Criteria

Salesforce Support Experience
- Minimum 3 years supporting Salesforce applications in Level 1 and Level 2 support roles.
Salesforce Certification
- At least one of the following (applications without will not be considered):
  - Salesforce Administrator
  - Salesforce Platform App Builder
  - Salesforce Platform Developer
Specialist ICT Skills & Knowledge
- Proven capability in:
  - Data import and management (e.g. Salesforce Data Loader).
  - Salesforce Reports & Dashboards.
  - User provisioning profiles roles and permissions.
  - Process automation using Flows (and related declarative tools).
  - Debugging incidents in Production including interpretation of debug logs.
Platform Experience
- Handson experience with Service Cloud Experience Cloud and Public Sector Solutions.
Communication & Influence
- Excellent communication skills with demonstrated ability to produce persuasive evidencebased recommendations that support informed decisionmaking.
Security Clearance
- Minimum NV1 security clearance (or ability to obtain).
Work Location
- Ability to attend DFATs Canberra office inperson 3 days per week (hybrid arrangement).
- Interstate candidates must attend minimum 2 consecutive days per month at own expense.

Desirable Criteria

Agile Delivery
- Experience tracking and progressing work using Kanban or Scrum.
Sandbox Management
- Proven capability in Salesforce Sandbox refresh planning and execution.
Seasonal Releases
- Experience with Salesforce Winter/Spring/Summer releases including stakeholder advice on new features.
Technical Troubleshooting Support
- Working understanding of Apex and Lightning Web Components (LWC) to assist developers with deployment and production incident troubleshooting.

Required Skills:

Senior Desktop Support Officer

Required Education: