Product Support Analyst - Salesforce

About The Role

The Product Support Analyst plays a key role acting as the primary contact in the product delivery team responsible for the management and coordination of Salesforce client issues and incidents that require product development assistance. You will oversee the process from issue identification through to resolution and deployment into production environments.

This is a highly collaborative role within the team working with internal and external stakeholders including Product Management, Client Services and Third Party Vendors to ensure the best outcomes for MYOB clients.

What You Will Do

• Act as the key facilitator between the product delivery and client services teams managing the flow of support items from creation to delivery.
• Monitor SLA targets and respond to allocated and escalated issues as appropriate.
• Coordinate with the Development Manager to ensure appropriate priority and focus to meet SLA targets and client expectations.
• Monitor ticket queues for dependencies to ensure delays are minimised.
• Communicate to delivery team members’ a thorough understanding of the business impact and client experience through detailed analysis.
• Perform hands on software testing including functional, data integrity, platform and performance, integration and regression testing.
• Contribute to the quality of product delivery into production by ensuring release documentation is accurate, dependencies and risks are identified and managed.

About You

• Experience as a support/quality assurance/test analyst/developer working in a team environment
• Experience working with Salesforce
• Knowledge of Application Support processes, terminology and measures along with an understanding of key success measures
• Knowledge of support and development ticketing systems to manage queues, progress, and communication.
• Solid understanding of structured quality assurance approaches and techniques including test planning & analysis, test automation, test driven development, functional and non-functional testing and exploratory testing.…