Application Support Analyst II (Salesforce admin)

Salesforce System Administrator
Install, maintain, and support custom Salesforce enterprise applications. Ensure high level of application availability and provide technical support to end users. Configure and implement system releases as required.

Responsibilities:

• Provide Tier 3 technical support for Salesforce platforms and custom applications deployed on Salesforce and AWS cloud platforms.
  • Multiple formal controlled environment application deployments (UAT and Production) for applications.
• Integration Support
  • Work with developers and integration teams for Salesforce application deployment and error resolution.
  • Address integration issues, support interfaces and integration/automation activities.
  • Provide application deployment/support and perform integration activities related to new technologies.
  • Troubleshoot employee data issues and work to resolve issues.
• Be responsible for beginning to end tracking and execution of custom Salesforce deployments, adapting to technical or project changes daily.
• Support end user urgent application issues
  • Collaboration sessions with end users/technical teams for immediate triage
  • Interface with vendors on application support issues
  • Respond to escalations
  • Provide support across time zones
  • Execute administrative tasks defined within application support materials
• Troubleshooting applications, third-party integrations, review and analysis of Salesforce debug logs and general errors.
• Coordinate full production copy sandbox configuration changes to enable project teams to meet project delivery deadlines.
• Analyze application support processes and collaborate with other support tiers to automate or migrate tasks to 24x7 support teams.
• Instruct users on correct system usage.
• Provide technical support for numerous custom complex Salesforce applications simultaneously in a shared Salesforce environment with multiple integrations.
• Troubleshoot and resolve complex system issues.
• Communicate with vendors to resolve system issues.
• Develop, test, and implement system changes, upgrades, and patches.
• Maintain system configuration; for example: user accounts, integration endpoints, project setup, data dictionaries, access provisioning, configuration changes.
• Perform regular system monitoring and maintenance activities.
• Respond to user requests for assistance (Help Desk tickets; phone, email).
• Evaluate new product features and changes for impact or recommendations to technical team
• Work with vendors to install and configure application software.
• Be available on-call and/or in call rotation with team members to provide support in all time zones across the team.

Qualifications:

• 5+ years' experience with Salesforce administration/development, custom Apex/LWC/Visualforce application support, troubleshooting user issues, debug log analysis, security configurations, integration support with third-party platforms, metadata deployments, custom object configuration, platform limits best practices, custom reports and dashboards development, environment monitoring and application deployment required.
• 3+ years’ experience with complex Salesforce deployments in a highly customized environment. 
• 3+ years’ experience managing deployments in a highly regulated GxP environment. 
• Proficiency with Salesforce.com data management tools (Data Loader, DemandTools, Workbench) required.
• Working knowledge of bug tracking tools (Team Foundation Server, Jira).
• 2+ years hands on experience with Jenkins, GitLab or similar tools for triggering automated deployments.
• Firm understanding of Salesforce SOQL language and custom query generation.
• Salesforce.com Certified Administrator certification preferred.
• Experience with understanding and resolving client/PC side browser/configuration problems.
• Strong self-starter and ability to work independently.
• Strong experience with troubleshooting applications.  
• Possess strong problem solving and analytical skills.
• Strong written and verbal communication skills.
• Excellent organizational and interpersonal skills.
• Read, write and speaks fluent English.

Preferred Qualifications:

• Experience with Salesforce Apex/LWC Development, troubleshooting custom Salesforce deployed applications.
• ITIL Service Management experience desired.
• AWS EC2/RDS administration and monitoring experience.

Benefits of Working in ICON:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.