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Hybrid Role, Local to CO candidates only Job Summary: business information technology team by assisting with internal and external end-user technical support, incident management, end-user issue testing and validation activities, and maintaining incident documentation. This position will also be responsible for maintaining DCFS issue tracking systems (including but not limited to Google, Salesforce, and Jira) including managing the support emails and ticket submissions from internal and external system users, updating the issue tracking systems with information from support tickets, and assigning incident user stories to team members and/or contract vendor as needed. Primary Job Responsibilities: - Provides Salesforce and Salesforce third-party application support to end users on a variety of issues and identifies, researches, and resolves technical problems
- Follows up with internal and external users, by email, phone, or webinar to gather more information to identify and solve the problem
- Documents, tracks, and monitors the problem to ensure a timely resolution
- Submits and tracks user-reported issues in the incident management system(s)
- Ensure the incident is assigned the correct priority, category, and impact
- Validates user-reported bugs and system issues and identifies the root cause
- Assign incidents to the appropriate internal or external Technical Team resource to be worked on and tracked to ensure the work is completed
- Identify high-priority issues that may need to be addressed outside of the normal release cycle
- Identify incidents that are duplicates of existing issues and create a relationship with original and current issues
- Communicates with end users to inform them of known system issues and issue resolution
- Documents issues and issue resolution to be used to update programmatic FAQs and user guides
- Adhere to and inform the standard process for issue identification and resolution
- Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved
Skills Architecture AGILE - Agile Development Methodology Novice (1-3 Years) Yes Skills Others Mobile Application Support Novice (1-3 Years) No Skills Others End User Support Proficient (4-6 Years) Yes Skills Others Google Suite Proficient (4-6 Years) Yes Skills Others JIRA Novice (1-3 Years) No Skills Others Salesforce Novice (1-3 Years) Yes Skills Others Screen Sharing & Demonstrations Proficient (4-6 Years) Yes Skills Others Communication skills both verbal and written Proficient (4-6 Years) Yes Skills Others Learning ability Proficient (4-6 Years) Yes Skills Others Process Flow Analysis Novice (1-3 Years) No Skills Others Team work Proficient (4-6 Years) Yes
- ID: #49431220
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State: Colorado
Denver
80201
Denver
USA
- City: Denver
- Salary:
USD
TBD
TBD
- Job type: Contract
- Showed: 2023-03-08
- Deadline: 2023-05-06
- Category: Et cetera