About the role

Provide onsite, hands-on support to Child Welfare professionals during the Go-Live of the CWS-CARES Salesforce application. Coach users on workflows, resolve common challenges, and document recurring issues for the technical and OCM teams.

What they look for

Salesforce End User Training Over-the-shoulder Coaching Workflow Troubleshooting Technical Communication Customer Service Software Implementation Organizational Change Management Business Process Adoption System Navigation

Requirements

Requires hands-on Salesforce experience and a background in training end users during enterprise software implementations. Candidates must be able to work onsite in Norwalk, CA, and possess strong communication skills to explain technical concepts to non-technical users.

Full description

You'll play a critical role in the successful Go-Live of California's new Child Welfare Services–California Automated Response and Engagement System (CWS-CARES). As a Salesforce Go-Live Trainer, you'll provide hands-on, over-the-shoulder support to end users as they transition to a new Salesforce-based application. Working directly alongside Child Welfare professionals, you'll answer questions, reinforce training, troubleshoot workflow challenges, and help users confidently adopt new business processes during one of California's largest technology modernization initiatives.

WORKSITE: Onsite – Norwalk, CA

This position is temporary, fully on-site from August 1 through October 31, supporting system Go-Live activities.

ABOUT THE PROJECT

The Child Welfare Services–California Automated Response and Engagement System (CWS-CARES) is California's next-generation child welfare platform built on Salesforce technology. During the Go-Live period, trainers will provide onsite, over-the-shoulder support to Child Welfare professionals, helping users successfully transition from legacy systems to the new application while reinforcing training, answering questions, and promoting user confidence.

WHAT YOU'LL DO

Provide onsite over-the-shoulder support to end users during Salesforce Go-Live activities.

Coach users on Salesforce workflows, navigation, and daily business processes.

Reinforce instructor-led training by answering questions and providing real-time guidance.

Assist users in navigating system functionality and resolving common workflow challenges.

Document recurring issues and provide feedback to the Training and Organizational Change Management teams.

Escalate system defects and technical issues through established project processes.

Partner with project leadership, Organizational Change Management (OCM), business analysts, and technical teams to support successful user adoption.

Maintain a positive, professional, and customer-focused presence while supporting Child Welfare professionals during implementation.

WHAT YOU'LL BRING REQUIRED

Hands-on Salesforce experience is required.

Experience supporting or training end users on Salesforce applications.

Experience participating in enterprise software implementations or system Go-Live activities.

Experience delivering instructor-led training, floor support, or over-the-shoulder coaching.

Excellent communication and customer service skills.

Ability to explain technical concepts to non-technical users.

Comfortable working onsite in Norwalk, California from August 1 through October 31.

PREFERRED

Experience supporting Health & Human Services, Public Sector, or Child Welfare organizations.

Organizational Change Management (OCM) experience.

Salesforce Administrator certification or Salesforce Trailhead credentials.

Experience supporting large-scale technology implementations.

Fortuna is a certified veteran-owned IT consulting and staffing company, comprised of practicing professionals, all of whom are committed to excellence in providing the most efficient and innovative information technology solutions customized to our clients' specifications.

Career Site: www.gofortuna.com.