Salesforce Sr Systems Specialist Production Support 

United States, Indiana, Indianapolis 

665318098

Job Category

Job Details

Key Responsibilities

• Provide expert-level production support and administration for our Salesforce Sales Cloud and Service Cloud environments, specifically tailored to Public Sector requirements.
• Troubleshoot and resolve complex platform issues related to declarative configurations (Flow, Process Builder), security models, and data integrity.
• Manage and prioritize a queue of support tickets, ensuring timely resolution in accordance with service level agreements (SLAs).
• Integration & Middleware Monitoring:
• Proactively monitor, troubleshoot, and maintain mission-critical APIs and integrations built on MuleSoft Anypoint Platform.
• Act as the first line of defense for integration failures, performing root cause analysis and coordinating with development teams for fixes.
• Ensure the reliable flow of data between Salesforce and other key government or enterprise systems.

Analytics & BI Operations:

• Maintain and support existing dashboards and reports in Tableau, ensuring data accuracy and system availability for our Public Sector analytics users.
• Investigate and resolve data discrepancies and performance issues within Tableau, tracing them back to source systems like Salesforce.

Technical Leadership & Documentation:

• Serve as the subject matter expert on the operational health of the Salesforce, MuleSoft, and Tableau stack.
• Develop and maintain runbooks, knowledge base articles, and technical support documentation to empower the team and end-users.
• Participate in release management activities, conducting post-deployment checks to ensure production stability.

Support Operations Responsibilities:

• Own the incident response process for all supported platforms, from initial triage and impact assessment to resolution and stakeholder communication. Conduct thorough root cause analysis (RCA) for major incidents to prevent recurrence.
• Configure and manage system health monitoring tools. Respond to alerts to proactively address potential issues before they impact business operations.
• Serve as the primary escalation point for complex technical issues from Tier 1/2 support, end-users, and business stakeholders within the Public Sector division.
• Assist with complex user support requests, data corrections, and record management issues that require deep system knowledge.
• Ensure all support activities and system configurations adhere to the stringent security and compliance standards required for Public Sector clients.

Required Skills

• 7+ years of experience in a systems administration or technical support role, with a strong focus on production support.
• Proven expertise in administering and troubleshooting Salesforce Sales Cloud and Service Cloud.
• Hands-on experience supporting and monitoring integrations, preferably with MuleSoft.
• High proficiency in supporting and troubleshooting Tableau environments.
• A strong problem-solving mindset with an ability to perform under pressure.
• Excellent communication skills, with the ability to clearly document issues and resolutions.
• 5+ years previous Salesforce application development or support with a minimum 300-seat environment handling all aspects of CRM, case management and platform maintenance
• Experience with Mulesoft administration, configuration and tuning
• Experience consuming open and/or private APIs, such as Google, Facebook, Twitter, Salesforce.com, and Workday
• Demonstrated experience implementing Mulesoft ESB architecture, rules, caching, etc.
• Experienced troubleshooting Mulesoft ESB debuggers, flow analyzers and configuration tools
• Solid working knowledge of the Salesforce platform
• Experience with Salesforce developer toolkit including Force.com IDE, Migration Tool and data migration tools like data loader, workbench, etc.,
• Basic proficiency of Salesforce's Web Services, APIs, SOQL, SOSL and security model
• Basic knowledge with Lightning Experience, Analytics, App Builder, Flows, Process Builders and components
• Good project management skills with ability to juggle multiple projects/tasks across various user groups
• Excellent interpersonal, verbal and written skills and the ability to interact with all level of stakeholders, support personnel, and clients
• Strong documentation, analytical and problem-solving skills

Required Certifications

• Mulesoft Developer Certification
• Salesforce Basic Administrator Certification
• Salesforce Advanced Administrator Certification
• Tableau Desktop Specialist or Certified Data Analyst
  

Desired Certifications:

• Salesforce Sales Cloud Consultant Certification
• Salesforce Service Cloud Consultant Certification

Check out ourwhich explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.

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