Salesforce Application Support Specialist

i4DM•Millersville, MD

About The Position

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