Australian Department of Foreign Affairs and Trade
About the job Senior Salesforce Helpdesk Support
Senior Salesforce Helpdesk Support
Australian citizenship required. No PR or Work Visa holders. Must have an active Negative Vetting Level 1 (or higher)clearance.
What to Submit
A tailored resume in docx format
A one page (5000 character) summary response to the selection criteria below.
RFQ ID
LH-05291
Agency
Department of Foreign Affairs and Trade
Closing Date
Friday, 09 January 2026 – 11:59pm (Canberra time)
Estimated Start Date
Monday, 02 March 2026
Initial Contract Duration
12 months
Extension Term
12 months
Number of Extensions
2
Experience Level
Senior – APS6 equivalent
Security Clearance
Must have an active NV1 or higher
Location of Work
ACT
Working Arrangements
Hybrid – typically 3 days per week onsite in Canberra and 2 days from home.
Remote working arrangements may be considered on a case-by‑case basis.
Interstate candidates must attend the DFAT Canberra office a minimum of 2 consecutive days per month at their own expense.
Maximum Hours
40 hours per week
The Commercial Application and Delivery Section within the Business Solutions Branch of DFATs Information Management and Technology Division has a requirement for a Salesforce Administrator.
As a Salesforce Administrator, you will support and enable users, manage data including data load and manipulation, prepare reports, and deliver solutions using configuration. You will support ongoing minor enhancements by understanding and documenting business needs, data and/or requirements, and work with the Solution Lead to design solutions.
Key Duties and Responsibilities
This is a support and delivery role with the following responsibilities:
Enable users to onboard and get the most out of the Salesforce platform and applications.
Understand client data and assist with data modelling, data quality, and creation and maintenance of accurate reports and dashboards.
Understand client workflows and assist with enabling efficient workflow management while meeting compliance requirements, including government records classification and management.
Support clients to use outreach capabilities to effectively engage with stakeholders.
Engage in governance processes to ensure designs align with best practices and change releases meet quality assurance requirements.
Be on‑call in a support roster for 1 week out of every month to support P1 and P2 incidents and critical departmental activities such as Consular and Crisis response.
Execute data updates in the production environment as directed by the business, ensuring strict adherence to data governance standards and required approvals, including Archives Act obligations.
Support backup and restore activities, disaster recovery testing, and operational processes.
Perform problem and incident determination and resolution activities.
Act as the front door for engaging with DFAT and Partner Agency clients for day‑to‑day Salesforce application support enquiries.
Deploy changes via Azure DevOps to Production based on guidance from the release team.
Review and interpret Salesforce debug logs for issue resolution and validation.
Perform PVT post‑deployment for Salesforce releases and participate in testing of Salesforce platform releases.
Demonstrate familiarity with Salesforce metadata structure and Git repositories.
Use sandbox environments for testing and validation.
Note: This role requires the successful candidate to provide 24x7 on‑call support on a shared roster basis of up to 183 calendar days per annum .
SFIA Skills Alignment
Business Situation Analysis (BUSA) – Level 3
Identity and Access Management (IAMT) – Level 3
Technical Certifications
Salesforce App Builder Certification
Selection Criteria
Must have:
* Minimum 3+ years experience supporting Salesforce applications for level 1 and 2 support.
* At least one of the following Salesforce certifications: Salesforce Admin/ App Builder/ Developer.
* Applications without any of these certifications will be not considered.
* Import and management of data through tools such as Salesforce Data loader.
* Salesforce Reports and Dashboards.
* User provisioning and profiles and permissions.
* Process automation using flows to improve efficiency and user experience.
* Debug Incidents in Production.
* Experience in Service Cloud, Experience Cloud and Public Sector Solutions.
* Excellent communication skills and experience making persuasive, evidence‑based, recommendations that allow decision‑makers to make informed decisions.
* Minimum NV1 security clearance.
* Be able to attend the Canberra office in‑person 3 days per week.
* Demonstrated experience in tracking and progressing tasks using Agile methodologies such as Kanban or Scrum.
* Proven capability in managing and executing Salesforce Sandbox Refresh activities.
* Experience with Salesforce seasonal platform releases (Winter, Summer, Spring), including the ability to advise business stakeholders on new features and enhancements.
* Working understanding of Apex and LWC to assist developers in troubleshooting the code‑based issues during deployment or production incidents.
Working understanding of Apex and LWC to assist developers in troubleshooting the code based issues during deployment or production incidents.
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