Salesforce Application Support Specialist

i4DM • Millersville, MD

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About The Position

Our employees thrive in a culture that's fast-paced and ego-free, where innovation and collaboration are encouraged at every turn. We are an organization that provides federal agencies instant access to experienced and talented professionals who understand their unique challenges and know the most efficient ways to address them. We are continually investing in resources and talent, so we stay prepared with specialized teams in the place who are experts in creating tailored technologies. Our solutions empower Federal organizations to grow, modernize, and succeed in a rapidly evolving landscape. We welcome diverse perspectives and seek individuals who are passionate about technology and creative problem-solving. If you enjoy learning, growing, and tackling real-world challenges, you will thrive here. Veterans and military spouses are strongly encouraged to apply and bring their unique experience to our team. About the Role: Our core values of People Matter, Integrity, and a Commitment to Excellence drive all that we do. By joining us, you will become a part of a fun and diverse team of talented and creative consultants who share the goal of using the latest technology to solve business challenges. We provide our clients with a dynamic mix of services and deliver focused solutions like no one else. We are seeking talented and bright team players who are passionate about technology and want to work in a fast-paced, dynamic, and ego-free culture while applying a creative approach to problem-solving. Team members who like to grow their skill sets while solving challenging, real world business problems thrive. We are seeking an experienced Salesforce Application Support Specialist to provide frontline support for the Veteran Crisis Line’s Salesforce platforms, including VCL Chat and VCL Medoraforce . In this role, you will serve as the primary point of contact for end users, coordinate testing, and UAT efforts, and collaborate closely with QA and engineering teams to ensure a stable, reliable, and user‑centric production environment. The ideal candidate brings strong Salesforce support expertise, excellent communication skills, and a commitment to supporting a mission-driven, high‑impact program.

Requirements

• At least 1-3 years of hands-on experience as a Salesforce Administrator or in a Salesforce support role, with practical exposure to daily production support activities
• Strong knowledge of Salesforce platform functionality, including standard objects, custom objects, workflows, validation rules, and profiles/permissions
• Experience with Service Cloud or custom service applications built on Salesforce
• Demonstrated ability to troubleshoot user‑reported issues and perform initial root‑cause analysis
• Familiarity with UAT processes, test execution, and documenting results
• Hands-on experience working with ticketing systems such as Jira, ServiceNow, or similar
• Effective communication skills, with the ability to translate technical information for non‑technical users
• Ability to work effectively in a fast‑paced, production‑support environment
• Strong attention to detail and ability to maintain accurate documentation
• Proven ability to collaborate cross‑functionally with engineering, QA, product, and operations teams
• Experience supporting end users via chat, email, or help desk channels
• Ability to work with sensitive or confidential information with high professionalism

Nice To Haves

• Prior experience supporting government, healthcare, public safety, or social services systems
• Salesforce Administrator certification (e.g., Salesforce Certified Administrator)
• Experience supporting mission‑critical or 24/7 operational environments
• Familiarity with VCL Chat, Medoraforce, or other Salesforce-based crisis line or call center solutions
• Experience with Salesforce field‑level troubleshooting, including login issues, permission sets, and user provisioning
• Background working with Agile methodologies, sprint ceremonies, and backlog management
• Hands-on experience with Jira workflows, dashboards, and reporting
• Experience contributing to Knowledge Base or job aid creation
• Understanding of O&M (Operations & Maintenance) processes and best practices
• Experience conducting or supporting training sessions or user onboarding
• Experience working with COTS (Commercial Off‑the-Shelf) products and supporting COTS-based applications

Responsibilities

• Develop and maintain a strong working knowledge of the Veteran Crisis Line (VCL) Salesforce applications, including VCL Chat and VCL Medoraforce
• Serve as the first line of user support by troubleshooting issues, answering questions, and providing guidance
• Conduct initial investigation and documentation of production issues reported by end users
• Provide timely status updates to users on the progress of their reported issues
• Support system testing and User Acceptance Testing (UAT) for upcoming releases
• Participate in support simulations to ensure operational readiness and consistent process alignment
• Monitor support channels to proactively identify, triage, and address user needs
• Create and update Jira tickets to ensure accurate tracking of issues and resolutions
• Collaborate closely with QA and development teams to report, clarify, and follow up on identified defects
• Attend daily team standups and work cross‑functionally to ensure seamless communication and coordination with partners
• Coordinate with the Operations & Maintenance (O&M) Lead on priorities and ongoing support activities
• Support the implementation and maintaining of O&M processes, including:
• User provisioning
• Process and release communications
• Training coordination and support
• Job aid development
• Updates to O&M documentation
• Support testing VCL Chat and VCL Medoraforce to build familiarity with new features and release updates

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed