Support Analyst (Salesforce)

Application closing date: Wednesday, 01 May 2024 • 11:59pm, Canberra time

Estimated start date: Monday, 10 June 2024

Location of work: QLD

Working arrangements: Subject to negotiations with line manager, hybrid working arrangements in line with current NDIA policy are available (minimum of 3 days each week in the office, with flexible arrangements in place for the remaining 2 days).

Length of contract: 12 months

Contract extensions: 1 x 12 months

Security clearance: Ability to obtain a Baseline clearance is required for this role.

Rates: $50 - $70 per hour (inc. super)

The National Disability Insurance Agency (NDIA) is the independent statutory agency that is responsible for implementing the National Disability Insurance Scheme (NDIS); supporting a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIA values a positive contemporary attitude to disability. Our work is driven by the Corporate Plan which provides strategic direction to achieve our purpose of making a difference so that people with disability can choose and achieve their goals.

The NDIA Values are:

• We value people – We put participants at the heart of everything we do.
• We grow together – We work together to deliver quality outcomes.
• We aim higher – We are resilient and always have the courage to do better.
• We take care – We own what we do and we do the right thing.

Our values reflect our passion and commitment to building a positive, participant-centred culture. The NDIA welcomes and encourages applications from people with disability, Aboriginal and Torres Strait Islander peoples, and people with diverse cultural and linguistic backgrounds. Where possible, the NDIA will make reasonable adjustments to enable individuals with disabilities to perform the essential functions of the role.

The National Disability Insurance Agency, Office of the CIO (NDIA OCIO) is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme.

We are seeking a highly skilled and energetic Salesforce Support Analyst to join the OCIO. This work involves multiple projects spanning a number of current industry-leading technologies, including Salesforce/Industries as a core component. The NDIA is committed to providing access to its services for Participants and Providers through digital and cloud channels.

Duties:

• Obtain a detailed understanding of the organisations complex business processes and rules
• Maintain and configure Service Cloud, Health Cloud and Digital Experience applications
• Provide advanced support for user issues, troubleshooting and resolving complex issues and coordinating with Salesforce support when necessary
• Perform interrogation of various log sources to investigate issues
• Evaluate new releases of Salesforce to determine functionality requirements and provide detailed information on how changes will apply to all affected departments/users
• Develop and maintain documentation on processes and configuration
• Build and foster positive relationships with business areas, to understand their priorities and business requirements, and guide them through user acceptance testing.
• Undertake data analysis, data loading and reporting
• Handle deeper customizations of the Salesforce platform, including setting up custom fields, custom objects, record types, page layouts, and validation rules
• Experience in designing, building and debugging Flows, including screen, auto launched and scheduled Flows. Knowledge of error handling, debugging, and optimising Flows will be highly regarded
• Use of Gitlab and version control for implementing fixes to production
• Customize and manage Lightning Experience, which includes creating and assigning Lightning Pages and managing Lightning Apps
• Work within an Agile delivery methodology

Essential Criteria

1. More than 2 years’ experience within Salesforce eco-system, and Certified Salesforce Admin/Certified Platform App Builder
2. Strong problem solving and trouble-shooting skills
3. Demonstrates enthusiasm towards continued learning and development
4. Strong customer-focused attitude, effective communication, and the ability to translate complex technical concepts into user-friendly explanations.

Desirable Criteria

1. Hands on experience with version control, branching and metadata deployments
2. Hands on experience with Vlocity/Omnistudio
3. Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded.