Salesforce Application Support Specialist

• Actively look for opportunities to automate routine processes.
• Works with EIO database and infrastructure teams, other contractor teams and partner organizations to establish and maintain CA systems.
• Participate in planning meetings to execute proactive system upgrades and new technology implementations.
• Operates and maintains CA environment with a focus on Salesforce Application support.
• Update government task manager (GTM) on production issues and initiatives.
• Performs root cause analysis and documents all existing and potential problems and outages associated with corrective actions.
• Ensures that all problems/incidents are logged into the Ticket Management System and managed.

Standard Operating Procedures

• Work with staff to document procedures with a focus on Salesforce application issues and troubleshooting.
• Review SOPs for procedures related to maintaining CA operational capability.

Staff

• Ensure staff is actively monitoring the system and responding to incidents as reported.
• Ensure staff is trained in procedures and responsibilities.
• Special attention paid to systems that are not part of automatic monitoring.

Monitoring

• Coordinate with monitoring team on updates to CA servers and configurations that affect monitoring services (new/removed servers, sites).
• Identify CA components that can be monitored by Zabbix/Grafana/Splunk dashboards and alerts, or other systems as identified.

Deployments

• Maintain a list of scheduled production events - ensure timing does not conflict with operations requirements.
• Coordinate with development and database teams on planning and implementation of upgraded or new components.
• Provide required notifications of upcoming deployments.

Reporting

• Provide weekly activity report of recent and upcoming activity. Identify issues that need to be addressed with the client.
• Provide weekly supplements of a incidents handled by staff.