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Title

Senior Specialist, Salesforce Quality Assurance and Technical Support (Washington, DC or Remote) 

Category National Initiatives - National Initiatives  
Description

NeighborWorks America: Working Together For Strong Communities

Purpose of Division

The National Initiatives Division of NeighborWorks America (NWA) is responsible for developing, testing, and managing innovative national programs and services designed in support of the approximately 250 NeighborWorks Organizations with the overall objective of sustaining a network of excellence that creates opportunities for people to purchase affordable homes, improve their lives and strengthen their communities.
Close Date: Posting closes at 12:01am (EST) on the date listed below (the night before at 11:59pm EST).
In addition, the division oversees grant programs beyond the NeighborWorks Network, including other non-profit and governmental agencies throughout the country. The areas of focus within National Initiatives include homeownership and lending, financial capability, green strategies, community and resident engagement, community stabilization, real estate and the national foreclosure mitigation counseling program.

Position Summary

The Sustainable Business Initiative (SBI) was conceived and launched by NeighborWorks America in order to help NeighborWorks Organizations (NWOs) achieve greater sustainability, scale, efficiency and impact through transformational thinking and operational and strategic change.

The Senior Specialist, Salesforce Quality Assurance and Technical Support provides day-to-day support to the user community of the Salesforce-based SBI Tech for the Sustainable Business Initiative (SBI). This position requires a thorough understanding of both the technical and business functions of the tool, an ability to identify bugs and do troubleshooting required to resolve help tickets, and the ability to engage with a diverse group of users from the NeighborWorks Network that are participating in SBI. The Senior Specialist also trains others to perform support duties including the diagnosing of problems and the delivery of solutions to end users and the documentation of the same in the SBI Tech knowledge base. The goal is to efficiently and effectively serve the SBI Tech user community and to support the learning and performance of team members assigned to support duties.

Essential Responsibilities:

  • Ensure Salesforce managed package releases contain no errors by designing, developing, documenting and implementing test cases/plans, evaluating their output and informing the development process to identify bugs and rewrite requirements.
  • Conduct exploratory testing to evaluate robustness and functionality of products, including updating and executing automated tests and maintenance actions as packages change over time.
  • Communicate feature interaction problems to the full team and identify coding problems across the whole system.
  • Ensure that all tickets submitted by users are responded to and resolved in a timely manner in accordance with customer satisfaction and support team benchmarks and policies as established.
  • Triage and escalate incoming support tickets and resolve Tier II tickets, as well as Tier III tickets as knowledge is gained. Track all open tickets through to resolution.
  • Ensure Tier II queue coverage during support hours, forecast capacity needs based on volume, triage tickets and maintain monthly Tier II support coverage schedule.
  • Provide Tier III level support follow-up for tickets escalated to developer.
  • Coordinate with testing/release lead and Manager, Salesforce Technology on all Tier III Level tickets that require development to ensure timely and high quality regression testing in advance of a new release. Ensure proper documentation and resolution of Desk.com support tickets once development/fixes are testing and deployed to user community.
  • Lead weekly Support Team meetings and deliver ongoing support-related training for SBI Tech Team members.
  • Assume responsibility for the creation of knowledge base articles to ensure documentation of bugs and bug resolution. Includes identification of custom solutions that come from the user community in response to an operational pain point to ensure that users with like problems can replicate best practices by their peers. Requires coordination with Communications and Knowledge Base Specialist in an effort to ensure timely publication and communication around newly published articles to encourage peer to peer collaboration and sharing.
  • Manage all help system data and conduct analysis such that data informed strategies are implemented in an effort to improve customer satisfaction, help desk efficiency, and overall support team performance.
  • Produce routine performance reports for SBI Tech Team staff; Manager, Salesforce Technology; and Director for the project and facilitate internal tech team analysis and iterative refinements to the technology based on iterative learning.
  • Become highly proficient with SBI Tech Team’s Salesforce Service Cloud and Taskray support implementation and work with the Manager, Salesforce Technology to leverage functionality to ensure high quality service to user community and to ensure timely and comprehensive dashboard reports to project owner, Manager, Salesforce Technology and upper management as requested.
  • Process and address internal support requests (i.e. configuration change requests to Salesforce Service Cloud, training related to providing support, etc.).
  • Complete required training and learning required to become secondary back-up for business strategy tickets.
  • Other job related duties as assigned.

Nature of Work Contacts
Departmental staff, NWO leadership and staff, subject matter experts.

Fiscal Responsibilities

None

 
Position Requirements

Required Minimum Qualifications:
(a) Education: A bachelor's degree in Computer Science, Information Technology, Information Management or related field or at least (3) three years of related Salesforce quality assurance, customer service or technical support experience.
(b) Experience: A minimum of (3) three years of Salesforce quality assurance or technical customer service support experience for a CRM as well as internal team technical support experience.

(c) Licenses, Certifications: Salesforce Certified Administrator and/or Salesforce Certified Platform Developer I certification.
(d) Competencies, Knowledge, Skills & Abilities:

General:

  • Ability to work in a fast-paced environment managing multiple deadlines and requirements.
  • Exceptional writing and verbal communication skills.
  • Proven organizational and time-management skills.
  • Proven ability to provide quality assurance support to the internal team as well as technical support to end-users.

Quality Assurance:

  • Ability to easily understand business requirements and lead brainstorming sessions for functional understanding by the QA team.
  • Ability to configure and execute QA testing scripts in Selenium or similar tool, as well as data sets for testing in various Salesforce instances.
  • Proven competency including but not limited to the following Salesforce quality assurance tasks:
    • Creating Accounts
    • Creating Contacts to relate with Accounts
    • Enabling created contacts as External Users
    • Assigning Product licenses to External Users
    • Creating Internal Users
    • Assigning SFDC Product licenses to Internal and External Users
    • Assigning users to respective queues and public groups as applicable
    • Checking all page layouts
    • Checking all related lists of detail pages
    • Checking all the columns in the related list
    • Creating test data to perform testing
    • Working closely with the development team to design, build and test the application
    • Providing direction for system enhancement and defect fixes
    • Providing new ideas and information as the product evolves
    • Prioritizing and estimating critical deadlines across the project
    • Providing detailed documentation to business and development team
    • Assisting with organizing and delivering training sessions/demos for customers

Technical Support

  • Demonstrated ability to provide high quality customer service and training to end users with varied level of technical proficiency and/or product understanding.
  • Ability to engage with users in the field in a professional way with a focus on addressing their challenges and articulating complex technical solutions in a user-friendly manner.

Experience producing support metrics reporting on customer satisfaction rating, ticket status, rate of closure, etc.

(e) NeighborWorks America Staff are expected to demonstrate excellence in the following:

  • Sensitivity to racial, gender, sexual orientation and cultural differences
  • Effective, respectful, and timely communications with internal and external stakeholders
  • Listening effectively, seeks and accepts feedback
  • Effective team work
  • Analytic, thoughtful and strategic thinking
  • Considering the mission, objectives, and goals of NeighborWorks and demonstrating an understanding of the impact of her/his/their decisions and behavior on the organization

(f) Technology:
Salesforce Sales Cloud, Salesforce Service Cloud, change management tools (such as CumulusCI and MetaCI), automated testing tools (such as Selenium), ticket management tools (such as JIRA or Taskray) and MS Office Suite. Experience with supporting cloud-based SAAS applications required.


Preferred Qualifications:

Salesforce Certified Advanced Administrator or work toward the completion thereof via attended Salesforce trainings or Trailhead trail completions. Experience working with Selenium. Experience working with Taskray. Experience working with CumulusCI and MetaCI. Experience as team lead in a customer service and/or help desk environment. Experience working within the NeighborWorks Network.

Working Conditions:
(a) Travel:
5%
(b) Physical/Sensory Demands: This is job that requires significant screen time.

 
Duration Continuous  
Salary Range  
Division National Initiatives  
Department National Homeownership Programs  
Travel up to 5%  
Working Conditions This job requires significant screen time  
Close Date 5/10/2019  
Location CORPORATE HEADQUARTERS: District of Columbia Office  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://NeighborWorksAmerica.appone.com



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