Salesforce Platform Support Lead
12-month contract with extension potential
Hybrid Working
Locations: Vic, ACT, QLD, SA
Overview
Our Fed Gov client is seeking a Platform Support Lead to support multiple projects spanning a number of current industry-leading technologies, including Salesforce as a core component.
Must be an Australian Citizen eligible to obtain Baseline Clearance.
Key duties and responsibilities
- Lead a support team of Senior Engineers responsible for supporting a highly complex and business critical enterprise CRM platform (Salesforce). 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.
Essential
The role will suit someone having:
- More than 5 years’ experience leading and managing ICT support teams
- Experience supporting or managing complex CRM/business systems
- Demonstrable experience in process development, documentation and implementation
- Proactive approach to building relationships and working with stakeholders to deliver an effective support model and continuous improvement
- Ability to translate complex technical concepts into user-friendly explanations and solutions
- Demonstrable solid problem-solving and trouble-shooting skills, patience, and an understanding of how their role impacts the overall customer experience
Desirable
Exposure to Salesforce and/or other CRM systems, and experience in tools including Jira, Confluence, Gitlab and Splunk will be highly desirable.
To Apply
If this sounds like the right opportunity for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or contact Humaira Hashmi on .
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📌 Salesforce Platform Support Lead
🏢 Dfp Recruitment
📍 Victoria