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.
Must be able to work from Canberra on a hybrid basis (3 days per week).
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 Negative Vetting Level 1 (or higher) clearance
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 DFATs 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 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 the clients data and assist with data modelling, data quality, and creation and maintenance of accurate reports and dashboards to meet clients needs.
Understand the clients workflows and assist with enabling clients ability to efficiently manage their workflow while meeting compliance requirements (e.g. government records classification and management).
Support clients to use outreach capabilities to effectively engage with their stakeholders.
Engage in governance processes to ensure designs are aligned to best practices and change releases meet quality assurance requirements and are approved for release.
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 obtaining all required approvals (e.g. Archives Act).
Support backup and restore, and disaster recovery testing and operational processes.
Perform problem and incident determination and resolution activities.
Be the front door to engaging with DFAT and Partner Agency clients using Salesforce applications for day-to-day 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.
Have familiarity with Salesforce metadata structure and its representation in Git repositories.
Have exposure to sandbox environments for testing and validation.
Have the ability to interpret debug logs to support troubleshooting and quality assurance.
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 Skills
Salesforce App Builder Certification
Selection Criteria
The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters.
Must have:
o Minimum 3+ years experience supporting Salesforce applications for level 1 and 2 support.
o At least one of the following Salesforce certifications: Salesforce Admin/ App Builder/ Developer.
Applications without any of these certifications will be not considered.
Have specialist ICT skills and knowledge in the following:
o Import and management of data through tools such as Salesforce Data loader.
o Salesforce Reports and Dashboards.
o User provisioning and profiles and permissions.
o Process automation using flows to improve efficiency and user experience.
o 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.
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