Overview:

• Dynamic Salesforce Support Engineer available, 12-month fixed-term position
• Based at the Melbourne CBD campus (Hybrid role), with flexible working arrangements
• Take ownership of incidents, requests and enhancements while ensuring a high-quality user experience.

About the Portfolio

The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences. 

The Portfolio incorporates the following business units:  Enterprise Projects and Business Performance (EPBP), Communications, People, Information and Technology Services (ITS), Office of the Chief Operating Officer, Procurement and Vietnam Operations.

The Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups.  The Portfolio is integral in bringing the RMIT strategy to life, across the globe.  Each of these functions supports the global operations of the University both directly as well as through its controlled entities.

The Information Technology Services (ITS) function provides RMIT University with current and emerging Technology systems and services. Our vision of “unleashing technologies to enable great experiences for RMIT communities” supports a proactive and leading-edge technology ecosystem, mindset and delivery, empowering the advancement of the University’s commitment to advancing Lifelong Learners.

About the Role

The Salesforce Support Engineer provides a range of analytical and technical support services to support, maintain, and resolve issues with enterprise applications built on the Salesforce platform. The role is responsible for providing services efficiently and effectively to users and colleagues. This will include managing, monitoring, and resolving support issues; identifying improvement initiatives; and producing documentation to enable customers and Service Desk colleagues to resolve issues themselves.

As a Salesforce Support Engineer, you will provide support services to numerous Salesforce users and groups in RMIT, leveraging Salesforce Service/ Sales Cloud and Salesforce Marketing Cloud, as well as our eCommerce platforms.

About You

 If you’re passionate about Salesforce support and enjoy solving complex problems, we’d love to hear from you!

To be successful in this position, you’ll have, as a minimum:

• Demonstrated ability to work independently and collaboratively to manage the end-to-end resolution process for assigned Salesforce tasks through in-depth analysis, review, and application of expert knowledge.
• Highly developed interpersonal skills, with strong customer focus and ability to understand issues, manage expectations, gain agreement, and resolve conflicts.
• Experience in enterprise application systems analysis and development, including: analysis, design, development, testing, implementation, documentation, and support with a thorough understanding of the Salesforce platform.
• Experience in providing support services and developing Salesforce to a high standard. Preference for Salesforce Service and Sales Cloud.
• Proven ability to write quality business documentation, functional artefacts, and technical documentation for a wide variety of audiences and purposes.
• Strong conceptual and analytical skills and an ability to think laterally to identify practical and workable solutions.
• Demonstrated organisational skills with the ability to prioritise tasks, work accurately with attention to detail, and meet deadlines.
• Great customer service mindset, prioritising excellent customer response and eliciting feedback to drive continuous improvement of service.
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