DHHS Salesforce Administrator - Tier-3 Support Lead

The North Carolina Department of Health and Human Services requires the services of a Salesforce Administrator - Tier-3 Support Lead to support COVID - CVMS application.

Responsibilities include:

- Triage and resolve assigned tickets in timely manner with high quality, which may require engaging directly with providers and recipients
- Develop and expand Salesforce skills to enable resolution of tickets across wide range of issues
- Use ServiceNow to manage assigned tickets through resolution, including documenting steps taken during resolution and assigning tickets to other teams as needed for triaging and resolution
- Escalate potential CVMS defects or enhancements to Tier-3 Support Lead
- Triage and resolve issues with CVMS providers' information displayed on Vaccines.gov
- Support resolution of issues with CVMS Direct (EHR) providers submission of information to CVMS
- Monitor and support resolution of CDC Report errors associated with CVMS data
- Participate in special projects as requested (e.g., outbound contact campaigns)

Skill sets needed:

- Salesforce Administrator Certification
- ServiceNow
- Oral and Written Communications
- Problem-solving
-Collaboration
-Customer Service
- Support Lead, in addition to the skills listed above:
JIRA
MS Excel
DataLoader
Team Management / Supervision
Issue Management and Escalation
Continuous Improvement