CSC Salesforce Admin: Tier 3

Responsibilities

• Administer and maintain Salesforce environments supporting the CSC and Veterans Crisis Line.
• Manage users, profiles, roles, permission sets, queues, and access controls.
• Process complex user access requests, including cross-object permission analysis and least-privilege enforcement.
• Execute Data Loader operations for bulk data imports, updates, deletes, and exports in compliance with data governance standards.
• Write and execute SOQL queries to support data validation, audit requests, and operational reporting.
• Perform bulk user provisioning, deactivation, and profile/permission set updates across environments.
• Conduct advanced login troubleshooting, including SSO failures, IP restrictions, and session policy conflicts.
• Engage Business Owners to clarify requirements, validate configurations, and obtain approval for system changes.
• Investigate and resolve sharing and record visibility issues across OWD settings, sharing rules, role hierarchy, and manual shares.
• Provide over-the-shoulder troubleshooting in direct collaboration with the System Integration team on cross-system issues.
• Troubleshoot and resolve end-user requests submitted via ServiceNow, ensuring accurate ticket documentation and SLA adherence.
• Maintain and update the VCL Confluence page with current procedures, known issues, and resolution documentation.
• Partner with Incident Response Teams (IRT) to support triage, containment, and resolution of high-priority production incidents.
• Perform sandbox management including environment refreshes, configuration validation, and change set deployments.
• Support Flow and automation troubleshooting, identifying logic errors, governor limit risks, and performance bottlenecks.
• Monitor system health, debug logs, and error alerts to proactively identify and address platform issues before escalation.
• Audit and compliance reviews by generating field history reports, login history exports, and permission snapshots.
• Collaborate with development and release teams during UAT cycles to validate configurations meet business requirements pre-deployment.

Qualifications

• Bachelor’s degree in computer science, Engineering or other technical discipline required, OR equivalent work experience.
• 3+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization.
• Salesforce Admin Certified.
• Experience with planning and performing regression testing.
• Familiarity with Agile project management and sprint planning.
• Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills.
• Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations.
• Must be able to obtain public trust clearance.
• Must have reliable internet service that allows for effective telecommuting.