Xceede Solutions
Website:
xceedesolutions.com
Job details:
Salesforce Developer/Administrator — Support Desk Role Overview
Xceede is seeking a Certified Senior Salesforce Developer/Administrator with strong experience supporting and implementing Salesforce solutions across enterprise environments. The ideal candidate will have a solid background in Salesforce Support, Administration, and development, have completed multiple Salesforce implementations, and can understand business requirements and contribute to functional design.
In this high-performing environment, you will work closely with CRM users, business stakeholders, consultants, developers, and IT teams to analyze requirements, troubleshoot issues, design solutions, and build and deploy Salesforce enhancements and bug fixes.
Responsibilities
- Monitor and manage the Salesforce Support Desk, providing timely and effective support by identifying problems, researching solutions, and guiding users through corrective steps.
- Triage incidents and service requests, document findings, and provide timely status updates.
- Troubleshoot issues involving user access, data, reports, dashboards, automation, integrations, and custom functionality.
- Administer and maintain Salesforce environments, ensuring platform stability, security, performance, and usability.
- Work directly with business users and stakeholders to understand business requirements, process challenges, and enhancement requests.
- Participate in enhancements and continuous improvement initiatives
- Develop and maintain solutions using Apex, Lightning Web Components, SOQL/SOSL, and Salesforce APIs.
- Administer users, permission sets, roles, sharing rules, queues, and other access controls.
- Work collaboratively with Consulting, Development, QA, Integration, and IT teams on complex requirements and technical issues.
- Configure objects, fields, page layouts, record types, validation rules, flows, reports, and dashboards.
- Perform root-cause analysis for recurring issues and recommend permanent fixes.
- Escalate complex or high-impact incidents with complete diagnostic information.
- Support data imports, corrections, deduplication, and quality-management activities.
- Test and deploy fixes and enhancements using established change-management practices.
- Maintain knowledge articles, troubleshooting guides, configuration documentation, and ticket notes.
- Communicate technical information clearly to end users and technical stakeholders.
- Identify trends in support requests and recommend platform, process, or training improvements.
- Participate in on-call or after-hours support when required.
Required Skills and Experience
- 5+ years of Salesforce experience, including significant experience in Salesforce Development/Administration and Support.
- At least 3 years of experience working in a Salesforce Support Desk or Salesforce application support environment.
- Proven experience working on multiple Salesforce implementations, enhancements, and production support projects.
- Experience implementing and configuring Salesforce for enterprise-level organizations with 50+ users.
- Strong hands-on knowledge of Salesforce development, configuration, and declarative capabilities.
- Demonstrated ability to analyze business requirements and contribute to functional solution design.
- Experience supporting and administering Salesforce in a production environment.
- Experience diagnosing and resolving end-user and application issues.
- Strong knowledge of Apex, Lightning Web Components, SOQL, Flow, and Salesforce configuration.
- Understanding of Salesforce security, including profiles, permission sets, role hierarchy, sharing, and field-level security.
- Familiarity with ticket management, incident management, and escalation processes.
- Experience with testing, debugging, deployment, and version control.
- Strong customer service, analytical, and problem-solving skills.
- Ability to communicate calmly and clearly with technical and non-technical users.
- Ability to prioritize multiple requests based on urgency, impact, and service-level commitments.
Qualifications
- Salesforce Certified Administrator and Advanced Administrator
- Salesforce Platform Developer I certification.
- Salesforce Platform App Builder.
- Salesforce Sales Cloud Consultant
- Salesforce Service Cloud Consultant
- Experience with Sales Cloud, Service Cloud, Experience Cloud, or Salesforce CPQ.
- Experience working in a managed-services, help-desk, or application-support environment.
- Familiarity with ITIL or similar incident and problem-management practices.
- Experience with Salesforce DevOps and CI/CD tools.
- Knowledge of APIs, integrations, and data-management techniques.
- Experience supporting multiple clients or Salesforce organizations.
Success Criteria
A successful Salesforce Developer/Administrator:
- Resolves requests accurately and within established service-level expectations.
- Provides a responsive, professional, and positive support experience.
- Maintains clear, complete, and actionable ticket documentation.
- Reduces recurring incidents through effective root-cause analysis.
- Maintains secure and stable Salesforce environments.
- Balances immediate issue resolution with long-term platform quality.
- Communicates proactively and escalates risks appropriately.
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