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Silco Fire & Security · 3 months ago

IT QA & Training Lead

Cincinnati, OH

Full-time

Onsite

Mid Level

3+ years exp

Silco Fire & Security is a family-owned company dedicated to protecting lives and property through fire protection and security systems. They are seeking an IT QA & Training Lead who will be responsible for quality assurance of Salesforce changes, developing training programs for staff, and collaborating with cross-functional teams to ensure user needs are met.

EmailFacilities Support ServicesFacility Management

Responsibilities

Own QA for Salesforce changes across Sales Cloud, Service Cloud, and Field Service

Develop and maintain regression test plans for Flows, Apex triggers/classes, validation rules, screen flows, and automation

Perform end-to-end UAT coordination for new releases, field service configurations, and mobile app updates

Validate data integrity and record relationships across Work Orders, Service Appointments, Maintenance Plans, and related objects

Test integrations between Salesforce and external systems (ERP, email, document generation, third party systems, etc.)

Work closely with IT Product Owners and other IT team members to verify acceptance criteria and triage issues before deployment

Design and deliver training programs for office and field technician staff

Develop user guides and videos as needed

Run hands-on sessions for technicians, coordinators, and managers covering Field Service Mobile, Work Orders, and scheduling processes

Translate complex release notes into plain-language 'what this means for you' summaries

Measure adoption metrics (logins, feature usage, error rates) and adjust training to target gaps

Along with the IT Product Owners, serve as the Salesforce 'go-to' resource for user questions and feedback, closing the loop with IT on recurring pain points

Partner with business stakeholders to define test scenarios that reflect real-world operational use

Collaborate with the IT team to ensure functional designs meet user needs before UAT

Participate in release management cycles — from sandbox testing to production validation

Identify ongoing training needs based on support tickets, QA findings, system enhancements, and continual end-user feedback

Qualification

SalesforceUAT managementQA processesSalesforce admin certificationTest automation toolsAgile frameworkJira familiarityDocumentation skillsCommunication skills