Senior Salesforce Application Support Analyst

Role/s: 1 x EL1 SAP Application Support The NDIA is committed to providing access to its services for Participants and Providers through digital and cloud channels.   We are undertaking a major program of work involving multiple projects spanning several current industry-leading technologies, including Salesforce as a core component. The Office of the CIO (OCIO) seeks an experienced EL1 Salesforce Administrator (Labour Hire) to join our dynamic fast-paced team. The role requires strong hands-on capabilities along with well-developed management and stakeholder management skills. Rate: The proposed rate should reflect candidate's skills and experience against the Evaluation Criteria. Candidates that do not demonstrate these criteria will not be assessed. Candidates should be aware that rates may be negotiated further as part of the selection process. Citizenship: As part of the eligibility and suitability requirement, NDIA seeks Labour Hire Workers who are Australian citizens only. Successful candidates will be required to furnish valid evidence of citizenship during the Pre-engagement Check. Labour Hire Licence: Applicable for ACT, VIC and QLD: Labour hire licences are required in the state that specified personnel are being contracted. Key duties and responsibilities Responsibilities of the role include but are not limited to: Provide support and mentor to junior team members in undertaking tasks whilst holding responsibility for more complex user and system issues. Strong verbal and written communication skills in order to liaise with business staff, technical teams and customers. Investigate, triage and resolve level 2 incidents and requests. Apply best practice ITIL methodology for incident management and service requests. Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues. Resolve and triage incidents, as well as handle critical incidents raised to the team. Perform data analysis and reporting in excel, including identifying trends and root causes in data issues. Lead the engagement of an external, shared services department Production Support Team in communicating priorities of issues raised to be resolved. Facilitate the change management and release process, including coordinating UAT/BVT, communications, and representing changes at CAB as required. Undertake various tasks associated with service ownership, including reporting, audit responses, major incident management etc. Demonstrated experience with troubleshooting ICT or business application incidents. Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management. Demonstrated ability to liaise with and manage internal and external stakeholders to achieve a business outcome. Demonstrated ability to communicate technical issues to non-technical users. Demonstrated ability to analyse and report on data using Microsoft Excel. (NOTE: the key responsibilities of the role are based on current priorities and may change over time) Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria 1. Certified Salesforce Admin ADM211 or at least ADM201. 2. At least 7 years’ experience within Salesforce eco-system 3. Recent experience in a hands-on Team Management role in an enterprise-scale Salesforce-centric environment using contemporary tools and DevOps processes 4. Strong experience in service delivery management 5. Excellent stakeholder negotiation skills and the ability to juggle and prioritise multiple tasks, across multiple stakeholder groups across the Salesforce Admin Team 6. Demonstrable experience in administration and configuration of Salesforce Vlocity, Service Cloud, Einstein Analytics and/or Health Cloud and in using GitLab for Salesforce deployments Desirable criteria 1. ITIL Foundation Certification and experience 2. Experience with tools such as Jira and Confluence 3. Strong understanding of Scrum/Agile methodologies 4. Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded Opportunity summary Sellers can submit Up to 3 candidates Number of sellers invited More than 10 Number of candidates submitted Fewer than 10 RFQ closing time 01 Weeks 00 Days 06 Hours Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia