Application Support Analyst

Purpose:
Ther Office of Early Childhood is seeking pplication Support Analyst to provide end-user support, assist technical analysts, and support ongoing enhancements to our current portals built on the Salesforce platform. This role will also support the delivery and rollout of a new Single-Entry Portal, working closely with business stakeholders, developers, analysts, and agile teams. This is a hybrid position as the incumbent will be required to be onsite at least one day a week.
Scope of Work:
The Contractor will provide day-to-day technical support for end users of the Salesforce-based portals, troubleshoot issues, validate enhancements, and assist in feature rollout activities. Additionally, the Contractor will support technical analysts with requirement clarifications, testing, small configuration updates, communication with stakeholders, and documentation. The Contractor will also assist in the adoption and support of the upcoming Single-Entry Portal, including user onboarding, issue intake, root cause identification, and coordination with the technical team for resolution.
Deliverables:
- End-user technical support responses and resolutions
- Issue triage, documentation, and tracking in Azure DevOps and JIRA
- Support tickets with troubleshooting notes
- Feedback documentation for enhancements and new portal features
- UAT support for Salesforce and Single Entry Portal releases
- User support guides, knowledge base entries, or process documentation as needed
Work will be ongoing throughout the engagement, supporting bi-weekly or monthly release cycles. Major activities include onboarding, portal enhancement support, UAT cycles, user feedback gathering, and Single Entry Portal rollout support.
Successful fulfillment of support responsibilities, timely response to user-reported issues, accurate documentation, effective communication with technical analysts, and positive feedback from business stakeholders. Contractor should demonstrate deep understanding of the Salesforce provider and parent portals and provide high-quality end-user support.
Responsibilities:
- Provide technical support to end users of the provider portal, parent portal, and Single Entry Portal
- Assist technical analysts with enhancements, testing, and documentation
- Participate in agile ceremonies, backlog refinement, and release readiness discussions
- Perform root cause analysis and collaborate with developers on bug resolution
- Support UAT test cycles and portal validation activities
- Maintain clear communication with stakeholders and users