Salesforce L3 support Engineer

Location:

Sacramento (3 days work from office) Job Description The team has executed a Change Order to onboard independent Tier 3 support staff to triage issues reported by the county, validate whether they are issues/bugs, and, if they are bugs, log them so the Deloitte/PaaS SI Team can fix them. For clarity - these developers will not be fixing Deloitte/PaaS SI code - we are only triaging the issue, reviewing the code, and determining if it''s an application issue or not to have the Deloitte/PaaS SI Team fix their application issue Roles & Responsibilities 9.1 End-User Onboarding Support The Contractor shall support end-user onboarding activities, including: Onboarding Salesforce Tier 3 full-time consultants and onboarding part-time advisory consultants as needed; Supporting new user orientations; and Supporting access validation sessions. 9.2 Tier 3 Support Services The Contractor shall provide Tier 3 support to assist users and help resolve Tier 2 escalations, including: Managing Tier 3 incidents through resolution by triaging, researching, and analyzing Tier 3 tickets, and creating defect/bug tickets for the PaaS SI vendor to resolve; Coordinating with the Tier 2 vendor on ticket resolution; and Attending regular support activities such as virtual Office Hours and Production Simulation Workshops (as needed) for Tier 2 escalations. 9.3 Communication Support The Contractor shall provide communication support to the project, including: Supporting the State Communications Team by planning and drafting communications to Tier 2 vendors and project stakeholders using details provided by the PaaS SI vendor; Drafting communications for Tier 3 escalations, including release notes, workarounds, and ad hoc notifications, using details provided by the PaaS SI vendor; Working with the Tier 2 vendor to maintain calendars related to releases, planned downtime, and other production activities using details provided by the PaaS SI vendor; and Coordinating with Tier 2 teams to document and communicate the timing and user impacts of disaster recovery, data conversions, and system rollback activities using details provided by the PaaS SI vendor. 9.4 Performance Analysis and Reporting The Contractor shall provide performance analysis and reporting on production simulation activities, including: Analyzing incident data to identify trends and common issues; Providing recommendations to the State based on incident analysis; and Implementing recommendations as directed by the State.