Salesforce Support Analyst

Job ID: CT-65763

Hybrid/Local Salesforce Support Analyst (15+) with OS, Adobe Acrobat, Issue triage/documentation/tracking, onboarding, portal enhancement, UAT, Azure DevOps/JIRA experience

Location: Hartford, CT (OEC)
Duration: 7 Months

Skills:
Skills Operating Systems Windows 10 No
Skills Others Adobe Acrobat No
Skills Others Communication skills both verbal and written No
Skills Others IT Communication Specialist No
Skills Others Learning ability No
Skills Others Software Troubleshooting No
Skills Others Team work No
Skills Tools MicrosoftOffice No

Purpose:
Ther Office of Early Childhood 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.

Scope of Work:
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.

Deliverables:
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.

Responsibilities:
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