Job Family:

Travel Required:

Clearance Required:

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