Salesforce Customer Service Representative (CSR) - Incident Response

Salary: As an Incident Coordinator at Continuum, you will report to the Sr. Manager for the Incident Response team and assist with leading the incident management process to resolution and identifying culpable systems. You will also log and categorize recurring incidents to improve incident management protocols. To be a successful incident coordinator, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident coordinator should excel at multitasking and remain judicious during major incidents. You will be expected to assist the Incident Manager with improving current and new processes. We are looking for someone with a background in Salesforce as well and must have at least a Salesforce Administrator certification.ResponsibilitiesRespond to internally identified and customer reported system Incidents and coordinate incident resolution rapidly and within defined service levelsPrioritize incidents according to their urgency and influence on the businessCollaborate with teams as needed to ensure that all protocols are diligently followedLog all incidents and their resolution to see if there are recurring malfunctionsPropose adjustments to incident management process to Incident Manager and support implementation of changesCommunicate with upper management if major issues are found in the IT systemManage root cause analysis between technical teamsDocument the impact of the incident, root cause, and corrective actionsProvide and communicate internal incident reports to stakeholders and assist with input in preparation of customer facing documentsWork with internal and 3rd party teams to ensure actions are taken and completed to protect and improve servicesComplete reports to management related to incident trends, quality trends, and ticket trendsWork with Incident Manager on analysis of reports and incident trend data to identify and eliminate root causesRequirements5 years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organizationSalesforce Admin CertifiedSome familiarity with Agile project management and sprint planningAbility to work independently as well as collaboratively on cross-functional teamsHighly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skillsExperience supporting Department of Veterans Affairs (VA) and/or other federal organizationsMust be able to obtain a public trust clearanceMust be eligible to work in the United StatesMust have reliable internet service that allows for effective telecommutingYears of Experience:Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providersEquivalent work experience with a total of 2-5 years managing IT incidents, changes, or problems or similar role in a global organizationKnowledge of IT Operations and key systemsDemonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skillsKnowledge of IT Operations and key systems3 years of relevant experience including at leastEducation:Associate degree in a computer discipline, OR equivalent applicable experience will be considered.Location: Remote within the United States.Clearance: Ability to obtain Public Trust government clearance.

Salary : $16 - $21