[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 Apply tot his job