QA Analyst/Helpdesk Specialist (Salesforce)

QA Analyst/Helpdesk Specialist (Salesforce) Everett, MA Job Details Contract 21 hours ago Qualifications Jira Performance dashboard reports Dashboard development Certified Salesforce Administrator Bachelor's degree in information technology Computer Science Bug Tracking (Quality assurance practices) Data reporting Bug Reporting (Quality assurance practices) Mid-level 3 years System maintenance Administrative experience Salesforce Cloud Help files Analysis skills Bachelor's degree Data loading Customer support ticket management User acceptance testing Software documentation ServiceNow Regression testing Systems & applications support CRM system proficiency Data validation Bachelor's degree in computer science Escalation handling Communication skills Developing technical user guides Test Planning (Quality assurance practices) Information Technology Full Job Description QA Analyst/Helpdesk Specialist (Salesforce) Everett, MA(hybrid) Hybrid onsite 1 day per week required 37.5 hours/week max long term contract Links to LinkedIn and Trailhead Profiles are mandatory for this role Position Description (Overview): We are seeking a detail-oriented QA Analyst/Helpdesk Specialist to support and maintain Salesforce-based applications. This position encompasses functional testing, production support, and end-user assistance to ensure high system reliability, data integrity, and an exceptional user experience for internal and external stakeholders. The successful candidate will demonstrate proficiency with Salesforce reports and dashboards, user management, and foundational administrative tasks, complemented by strong analytical, troubleshooting, and professional communication skills

Position Duties/Responsibilities:

Quality Assurance (QA): Perform functional and regression testing on Salesforce applications. Develop and execute test cases, test plans, and test scenarios. Validate reports, dashboards, workflows, flows, and automation. Log, track, and verify defects through resolution. Coordinate testing efforts with business users and developers. Support release validation in Sandbox, UAT, and Production environments.

Helpdesk & Production Support:

Serve as first-level support for internal and external users with defined SLA targets for response and resolution times. Guide users step-by-step through system processes. Troubleshoot login issues, access problems, and data discrepancies. Manage and triage support tickets (Tier 1 and Tier 2). Monitor application health and escalate issues when required. Assist users with navigation, reporting, and system usage. Create user guides, FAQs, and knowledge base articles.

Salesforce Administration Support:

Create and manage users, roles, profiles, and permission sets. Assist with report and dashboard creation and updates. Perform data validation and basic data maintenance. Support user onboarding and training. Maintain documentation for processes, configurations, and known issues.

Required Qualifications:

Minimum education requirement: Bachelor's degree in computer science, information technology, or a closely related field 3-6 years of professional experience in QA and/or helpdesk support. Practical, hands-on experience working with the Salesforce and QA platforms. Proficiency with Salesforce reports and dashboards, user management (profiles, roles, permission sets), and basic Salesforce administration. Strong understanding of QA methodologies. Familiarity with Salesforce data import/export tools (such as Data Loader). Experience working with ticketing systems such as Jira, ServiceNow, or similar tools. Excellent analytical and problem-solving abilities. Strong written and verbal communication skills. Experience providing support to Experience Cloud / Community users.

Preferred Qualifications:

Salesforce Administrator Certification (preferred but not required). Experience providing support to Experience Cloud / Community users. Knowledge of Salesforce Flows and basic automation capabilities. Experience working in the public sector or education domain is a plus. #TB_EN #ZR