Serve as the primary technical escalation point for Salesforce production issues
Troubleshoot complex incidents and drive resolutions across integrated systems
Lead Tier 4 production support activities
Handle approximately 20-30 support tickets weekly
Perform root cause analysis and implement long-term solutions
Work closely with product owners, stakeholders, and end users
Educate business users on training materials and system functionality when issues stem from process or adoption gaps
Coordinate with offshore teams during production support and release activities
Support Salesforce maintenance, enhancements, and release deployments
Collaborate with integration teams supporting DataStage, Appian, APIs, databases, and other connected platforms
Monitor platform performance and identify opportunities for optimization
Partner with training and business teams when process documentation needs updates
Ensure issues move efficiently through resolution and remain visible to stakeholders We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

To learn more about how we collect, keep, and process your private information, please review

Insight Global's Workforce Privacy Policy:

https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

8+ years of Salesforce experience
Strong hands-on Salesforce development experience: o Apex o Lightning Web Components (LWC) o Salesforce Flow o SOQL
Salesforce Production Support experience o Live production incident management o Troubleshooting and defect resolution o Root Cause Analysis (RCA)
Experience serving as a technical lead, escalation point, or mentor
Strong integration troubleshooting experience
Experience coordinating with offshore support teams
Excellent communication and stakeholder management skills
Ability to work directly with product owners, business users, and technical teams
Experience supporting enterprise-scale Salesforce environments
Healthcare payer industry experience
Salesforce Health Cloud experience
Provider Network Management (PNM) experience
Experience supporting provider lifecycle platforms: o Provider onboarding o Credentialing o Contracting o Provider network participation o Provider data maintenance
Experience troubleshooting integrations with: o SQL databases o ETL tools (DataStage, Informatica, SSIS) o APIs o .

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