Salesforce Support Analyst

About the Role

This permanent full-time position is with the Customer Engagement Platforms (CEP) team at Commonwealth Superannuation Corporation, based in Sydney with Canberra preferred and remote Australia options. The Support Analyst will primarily provide first-line support for Salesforce CRM, Okta, and Web Self-Service platforms used for customer service and engagement. Additionally, they will assist with platforms such as Salesforce Marketing Cloud, Mobile Publisher, and SmartComm as the CSC ecosystem grows. System administration and routine maintenance tasks will be part of ensuring issues are resolved on first contact.

Key Responsibilities

• Promptly respond to service requests initiated by staff, delivering excellent customer service and maintaining a professional demeanor.
• Efficiently triage and categorize tickets within established service level agreements.
• Use Salesforce administrative access to perform minor configuration changes and fixes directly on first contact.
• Perform initial investigations and collect evidence to diagnose issues.
• Collaborate with Business Analysts, developers, and other team members for troubleshooting and ticket triage.
• Create and hand off Jira tickets for issues requiring further development work.
• Provide weekly reports summarizing key incidents and service issues.
• Offer occasional on-call support for high-severity incidents outside standard business hours.
• Ensure compliance with CSC policies, standards, and best practices within the Engagement Team.

Required Qualifications and Experience

• Tertiary qualifications in Computer Science or related fields.
• Relevant ICT certifications such as Microsoft or Citrix.
• Between 1 to 2 years experience working in IT service desk support roles.
• Familiarity with superannuation or financial services sector.
• Hands-on experience with Salesforce platforms.
• Ability to independently manage Level 1 support tickets and assist with Level 1.5 tickets under limited supervision.
• Strong customer service orientation with meticulous attention to detail.
• Effective written and verbal communication skills.
• Capability to collaborate and contribute effectively within a team environment.
• Willingness to provide occasional after-hours on-call support for critical incidents.

Benefits and Culture

• This is a permanent role offering flexible and hybrid work arrangements.
• Opportunity to join a newly established in-house Salesforce team and influence its design and future direction.
• Competitive employee benefits including enhanced parental leave, wellbeing initiatives, and a strong inclusion focus.
• A workplace committed to diversity, equity, and inclusion, actively promoting gender equality and removing career progression barriers.
• Supportive environment welcoming candidates across all genders, backgrounds, ages, sexualities, and abilities.

Additional Information

Applications must be submitted through the official advertised channels by 14th August. For inquiries, contact recruitment@csc.gov.au.