Salesforce Administrator – Tier-3 Support Lead (HYBRID Role)

at ARK Solutions, Inc.
Published May 25, 2023
Location Raleigh, NC
Category Default  
Job Type Full-time  


Job DescriptionARK solutions looking for a Salesforce Administrator - Tier-3 Support Lead who will serve as SME Salesforce expert to support the vaccine management effort.Job Titile: Salesforce Administrator - Tier-3 Support Lead to support COVID - CVMS application.Responsibilities include:- Triage and resolve assigned tickets in timely manner with high quality, which may require engaging directly with providers and recipients- Develop and expand Salesforce skills to enable resolution of tickets across wide range of issues- Use ServiceNow to manage assigned tickets through resolution, including documenting steps taken during resolution and assigning tickets to other teams as needed for triaging and resolution- Escalate potential CVMS defects or enhancements to Tier-3 Support Lead- Triage and resolve issues with CVMS providers information displayed on Support resolution of issues with CVMS Direct (EHR) providers submission of information to CVMS- Monitor and support resolution of CDC Report errors associated with CVMS data- Participate in special projects as requested (e.g., outbound contact campaigns)Skill sets needed:- Salesforce Administrator Certification- ServiceNow- Oral and Written Communications- Problem-solving-Collaboration-Customer Service- Support Lead, in addition to the skills listed above:JIRAMS ExcelDataLoaderTeam Management / SupervisionIssue Management and EscalationContinuous Improvement