PCG Consulting group is a dynamic and innovative technology-driven organization that partners with health, education, and human services agencies to improve lives. We're currently partnered with Deloitte and is looking for a Senior level Salesforce HR Support Specialist to join our team.

As a Senior level Salesforce HR Support Specialist your role is pivotal in providing technical assistance and support for Salesforce-related issues and enhancements within the Human Resources (HR) department. This position involves collaborating with various teams to address production incidents, coordinate with support teams and vendors, develop and implement fixes, support testing activities, and enhance documentation and knowledge management processes.

Key Responsibilities:

1. Incident Triage: Quickly assess and prioritize production incidents related to Salesforce within the HR department. Identify the nature and severity of the incident and initiate appropriate response procedures.
2. Coordination and Communication: Liaise with Level 1 (L1) support, business stakeholders, and other relevant teams or vendors to resolve incidents promptly. If the root cause extends beyond the scope of development, coordinate efforts to address the issue effectively.
3. Support Ticket Management: Update support tickets with relevant information and progress updates in a timely manner. Develop fixes for incidents, perform unit testing, and promote fixes to higher Salesforce environments following established protocols.
4. DevOps Support: Assist in DevOps activities related to promoting code and configurations to higher Salesforce environments. Collaborate with development and operations teams to ensure seamless deployment processes and maintain environment integrity.
5. Testing Support: Aid in identifying and resolving bugs or issues encountered during System Integration Testing (SIT) and User Acceptance Testing (UAT) phases. Work closely with testers and developers to validate fixes and ensure quality assurance.
6. Documentation and Knowledge Management: Develop and maintain Standard Operating Procedures (SOPs), Run Books, and other documentation to support incident resolution and enhancement processes. Contribute to knowledge management efforts by documenting best practices, troubleshooting guides, and lessons learned.
7. Salesforce Development and Configuration: Participate in the development and configuration of Salesforce solutions, including Salesforce Experience Cloud, Lightning Web Components (LWC), APEX coding, and Salesforce process quality assurance (QA). Collaborate with developers and architects to implement enhancements and optimize system performance.

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience in Salesforce administration and support roles, particularly within HR or related functions.
• In-depth understanding of Salesforce platform capabilities, including configuration, customization, and integration options.
• Proficiency in Salesforce development technologies, such as APEX, Lightning Web Components (LWC), and process automation tools.
• Experience with incident management, ticketing systems, and support processes.
• Strong problem-solving and troubleshooting skills, with the ability to analyze complex issues and propose effective solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Detail-oriented mindset with a focus on accuracy and quality assurance.
• Salesforce certifications, such as Salesforce Administrator or Salesforce Developer, are desirable but not mandatory.