Systems Senior Analyst, PubSec

Salesforce•Indianapolis, IN

21h

About The Position

Salesforce is the #1 AI CRM, focused on driving customer success through AI and innovation, while upholding core values. The company is seeking Trailblazers passionate about bettering business and the world through AI. This role requires a U.S. Citizen operating on U.S. Soil, with the ability to meet customer and government screening standards, including a Criminal Justice Information Services screening with fingerprint scan. Citizenship will be verified through REAL ID Act documents. The Digital Enterprise Technology (DET) team at Salesforce focuses on enterprise IT, accelerating success through the best implementation of Salesforce. DET values Trust, Scale, and Integration, pursuing these with modern, lean, and self-governing Scrum teams. As part of Salesforce DET, the Systems Senior Analyst will play a key role in product delivery within a smart, creative, and fun team, in an environment that encourages professional development, volunteerism, and daily innovation. The role involves administering, managing, configuring, and supporting enterprise applications aligned to a Business unit or platform, specifically administering and configuring the GovExperience Portal platform to ensure high availability and seamless digital experiences for Public Sector customers. Key responsibilities include reviewing and diagnosing issues, coordinating with peer teams, escalating as necessary, communicating product bugs and improvement requests, and partnering with development scrums to implement new functionality via Agile processes. The analyst will understand system configuration and technical/functional capabilities, implement monitoring services, maintain updated system documentation and Salesforce policies/procedures, transfer knowledge, participate in developing standard processes, and mentor junior staff. The role also involves leading tasks and projects in a fast-paced support environment, driving issues to resolution with a focus on customer satisfaction and efficient task execution, and maintaining 100% compliance with security policies, SOX procedures, and change management controls.

Requirements

Salesforce Administrator (201) and Advanced Administrator (211) Certification
7+ Years of service management experience
A related technical degree required
Solid understanding of Salesforce SOQL, SOSL, PLSQL and security model including profile, role, permset, permset group, field level access, layout assignment, etc.
Demonstrable experience with HTML/XHTML, jQuery, Javascript, AJAX, SQL, SOAP, REST, JSON, Apex
Solid understanding of integration concepts including connected apps, unlocked packages, security certificates, handling of public/secret keys, platform events, etc
Experience with sandbox and production deployments, user & license provisioning, runlist management, etc.
Experience with working with software product development team on feature enhancements
Understanding of standard processes of software deployment implementations, including design patterns, release management, deployment strategies, and testing
Understanding of ITIL Service Support concepts including Incident and Problem Management
Familiarity with SOX protocols, Change Management and Release Management principles and processes
Experience Cloud Expertise: Minimum of 3+ years of experience configuring and managing Salesforce Experience Cloud sites (formerly Community Cloud), including selecting and customizing themes, creating page variations, and managing audience targeting.
Public Sector Portal Implementation: Proven experience building secure, high-traffic portals for government or highly regulated industries, with a deep understanding of Public Sector data security requirements and accessibility standards (e.g., Section 508 or WCAG compliance).
Security & Sharing for External Users: Advanced knowledge of External Sharing Models, including External Organization-Wide Defaults, Sharing Sets, Share Groups, and Account Relationships to ensure secure data access for PubSec customers.
Identity & Access Management: Experience configuring Authentication Providers, Single Sign-On (SSO), and Multi-Factor Authentication (MFA) specifically for external portal users.

Nice To Haves

One or more of the following certifications: Sales Cloud or Service Cloud
MuleSoft Associate
Experience with MuleSoft administration, configuration and tuning
Experience with database concepts and data modeling capabilities
Salesforce Certified Experience Cloud Consultant
LWC & Branding: Experience with Lightning Web Components (LWC) and the Lightning Design System (SLDS) to create customized, brand-aligned user interfaces for the GovExperience Portal.
CMS & Knowledge Integration: Hands-on experience with Salesforce CMS (Content Management System) and Knowledge integration to deliver localized and relevant content to portal users.
Public Sector Solutions (PSS): Familiarity with Salesforce Public Sector Solutions (PSS) and how Experience Cloud interacts with objects like Business Regulatory Apps, Permits, or Inspections.
Mobile Publisher: Knowledge of Salesforce Mobile Publisher to deploy the GovExperience Portal as a branded mobile application.
Demonstrable ability to handle overall business initiatives or several components of a large, sophisticated project with direct experience in Agile and Scrum; Project management skills with ability to balance multiple projects/tasks across various user groups
Background in both agile scrum or Kanban methodologies
Excellent interpersonal, verbal and written skills and the ability to interact with all level of stakeholders, support personnel, and clients
Strong documentation, analytical and problem-solving skills

Responsibilities

Participate in discovery and design sessions
Document and present implementation designs to peers, stakeholders and review board
Coordinate with stakeholders to align on the development environment and launch dependencies
Partner with PubSec stakeholders to design and implement portal-specific features like self-service forms, case management, and document submission workflows
Implement approved designs to meet integration requirements
Write, execute and maintain automated unit tests
Provide investigative support on new & existing integrations
Rotational on-call and incident response duties
Occasional off-hour deployment and maintenance windows
Work with project managers to provide timely status and feedback to stakeholders
Align to Agile Methodology
Partner closely with BT Business & Enterprise Architects, Product Managers, Program Staff, QA and other DET teams to execute integration projects
Keep up with targeted security, technical and business training