INDUSTRIAL COMMISSION

Are you ready to work for an exceptional state agency that works to protect the life, health, safety, and welfare of the employees in the State of Arizona? Apply with us! The Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful. A thriving workforce in Arizona is what we strive for and work towards each day.

BUSINESS ANALYST SENIOR/SALESFORCE

Job Location:

Address:  800 West Washington Street, Phoenix, AZ 84007

Posting Details:

Salary: $80,000 / year 

Grade: 26

This position contributes to Industrial Commission technology projects including Salesforce, JWS, ICM, and hardware systems such as multi-function printing, mail sorting, and end user devices by providing no or low code configuration changes, gathering user requirements, and use cases, documenting workflows, and developing test cases. Supports the organization’s key business processes and applications and recommends business process redesign where applicable. Has specialized training and experience with Salesforce administration and troubleshooting Salesforce workflows. Supports the MIS department by serving as the primary liaison between the MIS department and business and supporting the testing and validation functions of MIS implemented solutions or fixes. Works with vendors to identify and resolve hardware or software issues; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships; tracks trends and looks for other opportunities to eliminate waste; focus on solving conflict; maintains confidentiality; addresses budget concerns with the CIO; identifies required resources.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Respond to support tickets to install, upgrade, repair, troubleshoot or assist users with desktop, laptop, peripheral or application issues.

Ensure assistance to other help desk staff through technical advisement and/or acting as an escalation for challenging problem solving for Salesforce issues. identify trends and produce master tickets to track until root cause is identified.

Meets with members of the agency's various departments to understand business requirements, use cases, and user stories to craft high level technical solutions for business.

Works with business to develop test cases to validate MIS implemented solutions and ensure customer satisfaction prior to releasing solutions to the production environment.

liaisons between MIS, Business, and Vendors to coordinate vendor responses to vendor supported devices or software and ensures an appropriate vendor response.

Provides backup support to duties related to procurement; working with the staff of Special Services to ensure that procurement request are processed.

Knowledge, Skills & Abilities (KSAs):

Knowedge:
- Customer service principles and processes
- Microsoft Windows operating systems and applications.
- Active Directory Users and Computers; MS Administrative tools.
-Client server applications, back-up software, imaging, Saas and Cloud products.
-Salesforce
-Computers and peripheral hardware
-Considerable computer networking and the OSI model
- Considerable knowledge of methodologies and techniques for systems analysis and design, business process modeling, requirement gathering, and quality assurance

Skills:
-Strong customer service skills
-Excellent interpersonal, written, and oral communication skills.
-Strong problem-solving skills and attention to detail.
-Able to communicate complex technical knowledge and train staff members.

Abilities:
-Ability to balance, prioritize and organize multiple tasks.
-Ability to assist customers in a timely manner
-Ability to work collaboratively in teams and across organizations.
-Ability to synthesize feedback and adjust plans accordingly.
-Ability to build strong relationships inside and outside the organization.
-Ability to resolve incidents / problems efficiently and effectively, recogniz