[Remote] Salesforce Incident Management Analyst

Note: The job is a remote job and is open to candidates in USA. General Dynamics Information Technology (GDIT) is a global technology and professional services company supporting complex government projects. They are seeking a Salesforce Incident Management Analyst to provide technical support services for the Centers for Medicare & Medicaid Services (CMS), focusing on incident management and resolution.

Responsibilities

• Create, prioritize, and triage service requests and incident tickets, ensuring quality and timely resolution
• Monitor Salesforce system and applications to identify and resolve issues proactively
• Work closely with Incident Manager and cross-functional teams to address and resolve service requests and incidents, ensuring effective communication
• Develop and refine Incident Management and monitoring procedures, driving continuous improvement
• Document tickets, incidents, solutions, and root cause analyses clearly; escalate critical incidents as needed
• Analyze trends in alerts and performance to prevent future incidents
• Participate in client meetings and document notes in a clear and concise manner as needed
• Facilitate internal and external training presentations by demonstrating knowledge of technical processes, workflows, and answering questions from participants clearly and concisely
• May provide mentorship to more Jr team members and may function as back-up to lead as needed

Skills

• Bachelor's degree and or 5+ years of related experience researching, crafting, and standardizing written responses to complex inquiries
• Experience with incident management, triaging incident tickets and service requests, and root cause analysis
• In depth hands-on experience using Salesforce as an Admin, developer, etc
• Working knowledge of health care, the ACA, and/or related issues
• Exceptional communication and presentation skills, with the ability to present technical and non-technical information to various audiences
• Proficiency in Microsoft Office Suite (such as Word, Excel, PowerPoint, and Outlook)
• Candidate must be able to obtain Public Trust clearance
• Candidate must have lived in the United States at least three (3) out of the last five (5) years
• Strong analytical and problem-solving skills
• Experience using JIRA and Confluence
• 3+ years in systems administration, preferably in the government sector
• Ability to work independently and collaboratively
• Ability to manage time, set priorities, and work under time constraints
• Proven team player; strong relationship building skills both internally and externally
• Excellent organizational skills and ability to multitask
• Interest in health policy, health care reform, and strong commitment to social justice and health equity
• Customer service oriented and solution-focused attitude

Benefits

• Variety of medical plan options, some with Health Savings Accounts
• Dental plan options
• Vision plan
• 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
• Full flex work weeks
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
• 15 days of paid leave per calendar year
• 10 paid holidays per year
• GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company Overview

• General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics. It was founded in 1999, and is headquartered in Falls Church, Virginia, USA, with a workforce of 10001+ employees. Its website is https://www.gdit.com/.

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