Senior Salesforce Helpdesk Support (APS6 equivalent)
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Division/Branch: Information Management & Technology Division Business Solutions Branch (Commercial Application & Delivery Section)
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.
- Onboard and support users across Service Cloud Experience Cloud and Public Sector Solutions.
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).
- Perform data imports/updates using tools such as Salesforce Data Loader.
Workflow & Compliance
- Analyse client workflows; configure Flows and automation to improve efficiency and user experience.
- Support compliance requirements including records classification and management.
- Analyse client workflows; configure Flows and automation to improve efficiency and user experience.
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.
- Participate in governance and change processes to align with best practices and QA requirements.
Stakeholder Communication
- Prepare clear persuasive evidencebased recommendations for decision makers.
- Advise stakeholders on platform features and enhancements (including seasonal releases).
- Prepare clear persuasive evidencebased recommendations for decision makers.
Requirements
Essential Criteria
Salesforce Support Experience
- Minimum 3 years supporting Salesforce applications in Level 1 and Level 2 support roles.
- 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
- Salesforce Administrator
- At least one of the following (applications without will not be considered):
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.
- Data import and management (e.g. Salesforce Data Loader).
- Proven capability in:
Platform Experience
- Handson experience with Service Cloud Experience Cloud and Public Sector Solutions.
- 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.
- 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).
- 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.
- Ability to attend DFATs Canberra office inperson 3 days per week (hybrid arrangement).
Desirable Criteria
Agile Delivery
- Experience tracking and progressing work using Kanban or Scrum.
- Experience tracking and progressing work using Kanban or Scrum.
Sandbox Management
- Proven capability in Salesforce Sandbox refresh planning and execution.
- Proven capability in Salesforce Sandbox refresh planning and execution.
Seasonal Releases
- Experience with Salesforce Winter/Spring/Summer releases including stakeholder advice on new features.
- 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.
- 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:
Senior Desktop Support Officer
Company Industry
IT Services and IT Consulting
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
