Job Description

Short Description:

NC DHHS requires the services of a Salesforce Administrator - Tier-3 Support Lead who will serve as SME Salesforce expert to support the vaccine management effort.

Complete Description:

The North Carolina Department of Health and Human Services requires the services of a Salesforce Administrator - Tier-3 Support Lead to support COVID - CVMS application.

Responsibilities include:

- Triage and resolve assigned tickets in timely manner with high quality, which may require engaging directly with providers and recipients

- Develop and expand Salesforce skills to enable resolution of tickets across wide range of issues

- Use ServiceNow to manage assigned tickets through resolution, including documenting steps taken during resolution and assigning tickets to other teams as needed for triaging and resolution

- Escalate potential CVMS defects or enhancements to Tier-3 Support Lead

- Triage and resolve issues with CVMS providers' information displayed on Vaccines.gov

- Support resolution of issues with CVMS Direct (EHR) providers submission of information to CVMS

- Monitor and support resolution of CDC Report errors associated with CVMS data

- Participate in special projects as requested (e.g., outbound contact campaigns)

Skill sets needed:

- Salesforce Administrator Certification

- ServiceNow

- Oral and Written Communications

- Problem-solving

-Collaboration

-Customer Service

- Support Lead, in addition to the skills listed above:

JIRA

MS Excel

DataLoader

Team Management / Supervision

Issue Management and Escalation

Continuous Improvement