QA Analyst/Helpdesk Specialist (Salesforce)

QA Analyst/Helpdesk Specialist (Salesforce)
Everett, MA(hybrid)
​Hybrid onsite 1 day per week required
37.5 hours/week max
long term contract

Links to LinkedIn and Trailhead Profiles are mandatory for this role

Position Description (Overview):
We are seeking a detail-oriented QA Analyst/Helpdesk Specialist to support and maintain Salesforce-based applications. This position encompasses functional testing, production support, and end-user assistance to ensure high system reliability, data integrity, and an exceptional user experience for internal and external stakeholders. The successful candidate will demonstrate proficiency with Salesforce reports and dashboards, user management, and foundational administrative tasks, complemented by strong analytical, troubleshooting, and professional communication skills

Position Duties/Responsibilities:

Quality Assurance (QA):

• Perform functional and regression testing on Salesforce applications.
• Develop and execute test cases, test plans, and test scenarios.
• Validate reports, dashboards, workflows, flows, and automation.
• Log, track, and verify defects through resolution.
• Coordinate testing efforts with business users and developers.
• Support release validation in Sandbox, UAT, and Production environments.

Helpdesk & Production Support:

• Serve as first-level support for internal and external users with defined SLA targets for response and resolution times.
• Guide users step-by-step through system processes.
• Troubleshoot login issues, access problems, and data discrepancies.
• Manage and triage support tickets (Tier 1 and Tier 2).
• Monitor application health and escalate issues when required.
• Assist users with navigation, reporting, and system usage.
• Create user guides, FAQs, and knowledge base articles.

Salesforce Administration Support:

• Create and manage users, roles, profiles, and permission sets.
• Assist with report and dashboard creation and updates.
• Perform data validation and basic data maintenance.
• Support user onboarding and training.
• Maintain documentation for processes, configurations, and known issues.

Required Qualifications:

• Minimum education requirement: Bachelor's degree in computer science, information technology, or a closely related field
• 3-6 years of professional experience in QA and/or helpdesk support.
• Practical, hands-on experience working with the Salesforce and QA platforms.
• Proficiency with Salesforce reports and dashboards, user management (profiles, roles, permission sets), and basic Salesforce administration.
• Strong understanding of QA methodologies.
• Familiarity with Salesforce data import/export tools (such as Data Loader).
• Experience working with ticketing systems such as Jira, ServiceNow, or similar tools.
• Excellent analytical and problem-solving abilities.
• Strong written and verbal communication skills.
• Experience providing support to Experience Cloud / Community users.

Preferred Qualifications:

• Salesforce Administrator Certification (preferred but not required).
• Experience providing support to Experience Cloud / Community users.
• Knowledge of Salesforce Flows and basic automation capabilities.
• Experience working in the public sector or education domain is a plus.
  

Why TalentBurst?
At TalentBurst, we deliver more than talent, we deliver outcomes. We partner with you to move quickly and connect you to opportunities aligned with your skills and long term growth.

Backed by precision, transparency, and results, we connect top talent with leading organizations through trusted partnerships.

We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.

TalentBurst is an equal opportunity employer committed to an inclusive and diverse workforce.