Job Family:SAAS/PAAS/Cloud Consulting, Software Development & Support
Travel Required:Up to 25%
Clearance Required:None
What You Will Do:Break/Fix (Production Support)
- Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.
- Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.
- Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.
- Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.
- Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.
- Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.
Enhancements (Backlog Support)
- Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.
- Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.
- Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.
- Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.
- Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.
Production Stability and Governance
- Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.
- Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.
- Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.
What You Will Need:- Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree)
- Minimum of THREE (3) years of professional experience
- U.S. Citizenship is contractually required.
- Ability to commute to or work from the San Antonio Guidehouse office.
- Ability to undergo a Guidehouse background check as part of the onboarding process
- Strong experience with Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications).
What Would Be Nice To Have:- Experience with declarative automation such as Flow, validation rules, and approval processes.
- Strong analytical skills for data review, reporting, and issue analysis.
- Demonstrated experience working in break/fix or managed services environments, including ticket-based support.
- Ability to clearly document business processes, requirements, and functional designs.
- Strong communication skills with the ability to translate between technical and non-technical audiences.
- Experience supporting public-sector Salesforce implementations or regulated environments.
- Familiarity with Salesforce integrations and the ability to analyze integration-related issues (no development required).
- Salesforce Business Analyst, Administrator, or Advanced Administrator certification.
- Experience working in Agile or hybrid-Agile delivery models.
- Prior experience supporting government clients, audits, or compliance-driven programs.
What We Offer:Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Position may be eligible for a discretionary variable incentive bonus
- Parental Leave and Adoption Assistance
- 401(k) Retirement Plan
- Basic Life & Supplemental Life
- Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
- Short-Term & Long-Term Disability
- Student Loan PayDown
- Tuition Reimbursement, Personal Development & Learning Opportunities
- Skills Development & Certifications
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Emergency Back-Up Childcare Program
- Mobility Stipend
