Opportunity
Our client is a federal government organisation with offices throughout Australia. Due to growth, they are seeking a Salesforce Platform Support Lead to join their team in Richmond or Geelong.
* 12-month initial contract plus 12-month extension
* Hybrid with 1-3 days per week onsite by negotiation
* Federal government role – Australian citizenship required
Role
Our team consists of 8-10 cross‑functional Salesforce squads looking after the country's largest public sector Salesforce ecosystem. This role leads a small team of Senior Support Engineers (5-10).
* Lead a support team of Senior Engineers responsible for supporting a highly complex and business critical enterprise CRM platform. Streamline and improve the efficiency and effectiveness of the support model
* Management of staff, including work allocation, mentoring, training and upskilling.
* Process development, documentation and implementation for all support activities to ensure consistent, efficient, and effective delivery for all stakeholders.
* Negotiate with business the scope of Salesforce releases and manage expectations, risks and dependencies.
* Facilitate discussion and workshops with Product Owners to define scope and acceptance criteria.
* Respond to major incidents and represent the directorate internally and with external vendors
* Engage with external vendors and internal ICT Teams to resolve incidents and access ICT services as required.
* Execute coordination of testing activities, signoffs from various stakeholders and Change Advisory Board (CAB) representation.
* Coordinate with other sections of the branch including release management, testing, architecture, platform and digital delivery to manage critical paths, multiple stakeholders and parallel release trains.
* Promote a positive team culture that encourages collaboration, knowledge sharing and respect between members and enables individuals to feel, empowered, supported and trusted in their roles.
Requirements
* More than 5 years' experience leading and managing ICT support teams
* Experience supporting or managing complex CRM / business systems (Salesforce highly regarded)
* Demonstrable experience in process development, documentation and implementation
* Proactive approach to building relationships and working with stakeholders to deliver an effective support model and drive continuous improvement
* Ability to translate complex technical concepts into user‑friendly explanations and solutions.
* Demonstrable strong problem‑solving and trouble‑shooting skills, patience, and an understanding of how their role impacts the overall customer experience is essential
* Experience in tools including Jira, Confluence, Gitlab
Application
Submit your resume or contact Kylie McManus for more information. Shortlisted will be contacted and applicants will be required to individually respond to Key Selection Criteria before COB 25th September for Client submission deadline COB 29th September due to Victorian Public Holiday.
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