Duration: 12 months to start
Job Description
- The client is seeking a Application Support Analyst to provide end-user support, assist technical analysts, and support ongoing enhancements to our current portals built on the Salesforce platform.
- This role will also support the delivery and rollout of a new Single-Entry Portal, working closely with business stakeholders, developers, analysts, and agile teams.
- This is a hybrid position as the incumbent will be required to be onsite at least one day a week.
- The Contractor will provide day-to-day technical support for end users of the Salesforce-based portals, troubleshoot issues, validate enhancements, and assist in feature rollout activities.
- Additionally, the Contractor will support technical analysts with requirement clarifications, testing, small configuration updates, communication with stakeholders, and documentation.
- The Contractor will also assist in the adoption and support of the upcoming Single-Entry Portal, including user onboarding, issue intake, root cause identification, and coordination with the technical team for resolution.
- End-user technical support responses and resolutions
- Issue triage, documentation, and tracking in Azure DevOps and JIRA
- Support tickets with troubleshooting notes
- Feedback documentation for enhancements and new portal features
- UAT support for Salesforce and Single Entry Portal releases
- User support guides, knowledge base entries, or process documentation as needed
- Work will be ongoing throughout the engagement, supporting bi-weekly or monthly release cycles.
- Major activities include onboarding, portal enhancement support, UAT cycles, user feedback gathering, and Single Entry Portal rollout support.
- Successful fulfillment of support responsibilities, timely response to user-reported issues, accurate documentation, effective communication with technical analysts, and positive feedback from business stakeholders.
- Contractor should demonstrate deep understanding of the Salesforce provider and parent portals and provide high-quality end-user support.
- Provide technical support to end users of the provider portal, parent portal, and Single Entry Portal
- Assist technical analysts with enhancements, testing, and documentation
- Participate in agile ceremonies, backlog refinement, and release readiness discussions
- Perform root cause analysis and collaborate with developers on bug resolution
- Support UAT test cycles and portal validation activities
- Maintain clear communication with stakeholders and users
#LI-Hybrid
