QA Analyst/Helpdesk Specialist (Salesforce )
The Judge Group, Everett, MA, United States
Our client is currently seeking a QA Analyst/Helpdesk Specialist (Salesforce )
We are seeking a detail-oriented QA Analyst / Helpdesk Specialist to support and maintain Salesforce-based applications. This role involves functional testing, production support, and end-user assistance to ensure high system reliability, data integrity, and an exceptional user experience for both internal and external stakeholders.
This job will have the following 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. Qualifications & Requirements: • 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. • Ability to work independently and collaboratively in a fast-paced, dynamic environment. • Willingness to continuously learn and adapt to new Salesforce features • 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
We are seeking a detail-oriented QA Analyst / Helpdesk Specialist to support and maintain Salesforce-based applications. This role involves functional testing, production support, and end-user assistance to ensure high system reliability, data integrity, and an exceptional user experience for both internal and external stakeholders.
This job will have the following 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. Qualifications & Requirements: • 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. • Ability to work independently and collaboratively in a fast-paced, dynamic environment. • Willingness to continuously learn and adapt to new Salesforce features • 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