Division/Branch: Information Management & Technology Division – Business Solutions Branch (Commercial Application & Delivery Section) Buyer: Department of Foreign Affairs & Trade (DFAT) Location: ACT (Canberra), Hybrid (typically 3 days in office, 2 days WFH) Hours: Up to 40 hours per week Contract: Initial 12 months, with up to 2 × 12‑month extensions Security clearance: Must be able to obtain Negative Vetting Level 1 (NV1) he Senior Salesforce Helpdesk Support (Salesforce Administrator) is responsible for enabling DFAT and partner agency users to get the most from the Salesforce platform, ensuring high data quality, reliable operations, and compliant workflows. The role covers level 1 and level 2 support, configuration-driven delivery, data management, reporting, release support, and incident/problem resolution across critical departmental services including Consular and Crisis response. Key Responsibilities User Enablement & Support Onboard and support users across Service Cloud, Experience Cloud, and Public Sector Solutions. Act as the front door for day‑to‑day Salesforce enquiries and triage/resolution of P1/P2 incidents. Data Management & Reporting Perform data imports/updates using tools such as Salesforce Data Loader. Maintain data quality and modelling; create and manage Reports & Dashboards aligned to stakeholder needs. Execute approved data updates in production in adherence with data governance (e.g., Archives Act). Workflow & Compliance Analyse client workflows; configure Flows and automation to improve efficiency and user experience. Support compliance requirements, including records classification and management. Release, Testing & Operations Participate in governance and change processes to align with best practices and QA requirements. Deploy changes to Production via Azure DevOps under release team guidance. Review Salesforce debug logs for issue resolution and validation; perform PVT post‑deployment. Support backup/restore and disaster recovery testing and operational procedures. Use sandbox environments for testing/validation and understand Salesforce metadata in Git repositories. Stakeholder Communication Prepare clear, persuasive, evidence‑based recommendations for decision makers. Advise stakeholders on platform features and enhancements (including seasonal releases). Requirements Essential Criteria Salesforce Support Experience Minimum 3 years supporting Salesforce applications in Level 1 and Level 2 support roles. Salesforce Certification At least one of the following (applications without will not be considered): Salesforce Administrator Salesforce Platform App Builder Salesforce Platform Developer Specialist ICT Skills & Knowledge Proven capability in: Data import and management (e.g., Salesforce Data Loader). Salesforce Reports & Dashboards. User provisioning, profiles, roles, and permissions. Process automation using Flows (and related declarative tools). Debugging incidents in Production, including interpretation of debug logs. Platform Experience Hands‑on experience with Service Cloud, Experience Cloud, and Public Sector Solutions. Communication & Influence Excellent communication skills with demonstrated ability to produce persuasive, evidence‑based recommendations that support informed decision‑making. Security Clearance Minimum NV1 security clearance (or ability to obtain). Work Location Ability to attend DFAT’s Canberra office in‑person 3 days per week (hybrid arrangement). Interstate candidates must attend minimum 2 consecutive days per month at own expense. Desirable Criteria Agile Delivery Experience tracking and progressing work using Kanban or Scrum. Sandbox Management Proven capability in Salesforce Sandbox refresh planning and execution. Seasonal Releases Experience with Salesforce Winter/Spring/Summer releases, including stakeholder advice on new features. Technical Troubleshooting Support Working understanding of Apex and Lightning Web Components (LWC) to assist developers with deployment and production incident troubleshooting.