Job Family:

SAAS/PAAS/Cloud Consulting, Software Development & Support

Travel Required:

Up to 25%

Clearance Required:

Ability to Obtain Secret

What You Will Do:

Break/Fix (Production Support)

• Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.

• Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.

• Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.

• Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.

• Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.

• Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.

Enhancements (Backlog Support)

• Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.

• Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.

• Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.

• Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.

• Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.

Production Stability and Governance

• Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.

• Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.

• Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.

What You Will Need:

• Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree)

• Minimum of THREE (3) years of professional experience

• U.S. Citizenship is contractually required.

• Ability to commute to or work from the San Antonio Guidehouse office.

• Must be able to OBTAIN and MAINTAIN a Federal or DoD "SECRET" security clearance; candidates must obtain an approved adjudication of clearance prior to onboarding with Guidehouse.

• Strong experience with Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications).

What Would Be Nice To Have:

• Experience with declarative automation such as Flow, validation rules, and approval processes.

• Strong analytical skills for data review, reporting, and issue analysis.

• Demonstrated experience working in break/fix or managed services environments, including ticket-based support.

• Ability to clearly document business processes, requirements, and functional designs.

• Strong communication skills with the ability to translate between technical and non-technical audiences.

• Experience supporting public-sector Salesforce implementations or regulated environments.

• Familiarity with Salesforce integrations and the ability to analyze integration-related issues (no development required).

• Salesforce Business Analyst, Administrator, or Advanced Administrator certification.

• Experience working in Agile or hybrid-Agile delivery models.

• Prior experience supporting government clients, audits, or compliance-driven programs.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave and Adoption Assistance

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Student Loan PayDown

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

• Mobility Stipend

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.