Salesforce Application Analyst 1

Overview

PURPOSE STATEMENT:

100% Remote

 

In this role, you will interface daily with our end users through our ticketing system, phone calls, screen shares and Teams chat on issues, service requests, escalations and enhancement requests. Although your main role will be in support, you will also participate in development releases and various other projects and implementations the team has on-going. Our team has a strong collaborative dynamic and you will be supported every step of the way as you come up to speed and grow within the role. You will be taught best practices for supporting our users, data management, QA, Salesforce administration, business analysis, and more.

Responsibilities

ESSENTIAL FUNCTIONS:

Respond, resolve or triage and escalate incidents and service requests within SLA guidelines.

Triage and preliminary analysis and troubleshooting of user reported incidents.

Recreate issues and concisely identify and document when an incident is a bug versus working as designed for the development team.

Work with team members, technical leads or the application development teams to provide users with updates to resolutions when requested.

Creation and management of user account records.

Perform Data Management activities: Duplicate merging, data updates, data uploads using Salesforce data loader.

Assist with project tasks as needed including data management work, QA, Administration tasks and Business Analysis tasks.

Continuous improvement and training/knowledge transfer towards becoming Salesforce subject matter expert.

The analyst will be expected to participate in the on-call rotations.

OTHER FUNCTIONS:

Perform self-assessments by reviewing incidents escalated and proactively identify gaps in knowledge and tools needed.

Modify and assist in Salesforce customizations

Weekly project team meetings.

Project documentation.

Interface and coordinate with other departments within IT and outside of the company.

Performs other duties as assigned.

 

STANDARD EXPECTATIONS:

• Strong customer orientation.
• Provide effective client communication during regular updates or escalate when appropriate.
• Excellent problem solving, analytical and time management skills including strong multitasking ability.
• Excellent organization skills including strong note taking and attention to details
• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
• Ability to learn the Behavioral Health world and user workflows for Admissions and Business Development user groups.
• Demonstrate drive and initiative; be goal oriented, dedicated and self-sufficient.
• A strong desire to learn and expand their technical knowledge.
• Ability to work effectively under pressure to meet deadlines and resolve urgent incidents.
• Develops constructive and cooperative working relationships with others and maintains them over time.
• Encourages and builds mutual trust, respect and cooperation among team members.
• Ability to work autonomously and exhibit excellent judgment.
• Maintains regular and predictable attendance.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

• 2+ years of professional experience working with Salesforce
• Required: 2+ years experience working with MS Office suite.
• Required: Ability to execute simple tasks using simple formulas in Excel.
• Highly Preferred: 1+ year data management experience.
• Highly Preferred: Experience with the software development life cycle including business analysis and deployment.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.
• Self-motivated with strong organizational skills and superior attention to detail.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames. Ability to adapt to frequent priority changes.
• Capable of working within established policies, procedures and practices prescribed by the organization.
• Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
• Excellent written and verbal communications skills
• SQL experience, a plus.
• Technical Support experience (network, systems/server, desktop, vendor escalations), a plus
• Business Intelligence