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About the Role

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. Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design. Ensure changes adhere to established change control, release management, and auditability standards.

Responsibilities

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.
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.
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.

Requirements

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.
Ability to undergo a Guidehouse background check as part of the onboarding process
Strong experience with Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications).

Skills

Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications)
Declarative automation such as Flow, validation rules, and approval processes
Analytical skills for data review, reporting, and issue analysis
Break/fix or managed services environments, including ticket-based support
Clearly document business processes, requirements, and functional designs
Communication skills with the ability to translate between technical and non-technical audiences
Supporting public-sector Salesforce implementations or regulated environments
Salesforce integrations and the ability to analyze integration-related issues
Agile or hybrid-Agile delivery models
Supporting government clients, audits, or compliance-driven programs

Location

San Antonio

Work Type

Up to 25% travel

Experience Level

Minimum of THREE (3) years of professional experience

Education Level

Bachelor's degree

Benefits

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 the Company

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.

Equal Opportunity

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.