Hybrid Salesforce CRM Admin/Support Specialist

A state agency is seeking an Salesforce CRM Admin/Support Specialist to provide hands-on technical and functional support for Salesforce-based provider and parent portals, while also supporting the rollout of a new Single Entry Portal. This hybrid role requires close collaboration with business stakeholders, developers, and agile teams to troubleshoot issues, validate system enhancements, and ensure a seamless user experience. This will be a help-desk style role responding to tickets as needed. The analyst will be responsible for day-to-day end user support, issue triage, and documentation, as well as assisting technical analysts with requirement clarification, testing, and light configuration updates. This individual will play a key role in supporting ongoing portal enhancements and release cycles by participating in UAT, gathering user feedback, performing root cause analysis, and coordinating with technical teams to resolve defects. Additionally, the role involves supporting user onboarding, maintaining knowledge base documentation, and ensuring timely communication with stakeholders to drive successful adoption and continuous improvement of the platform.

Experience providing end-user support for Salesforce applications or similar CRM/platform-based systems Strong troubleshooting and root cause analysis skills with the ability to document and track issues (Azure DevOps, JIRA, or similar tools) Experience supporting UAT cycles, including test execution, defect tracking, and validation of enhancements Ability to collaborate with cross-functional teams (business stakeholders, developers, analysts) in an Agile environment Experience creating and maintaining user documentation, knowledge base articles, and support materials Strong communication skills with a proven ability to manage user expectations, provide timely support, and gather actionable feedback

Nice to Have Skills & Experience

Previous public sector experience

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.