Business Systems Analyst (Salesforce)

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

Amwell is looking for a Business Systems Analyst to join our growing Business Systems team. Amwell relies heavily on Salesforce and its integrated applications for visibility into vital business data and to identify key business trends, all of which are necessary to make effective business decisions, both day-to-day and long-term. The Business Systems Analyst will be responsible for capturing business requirements from key stakeholders, building, enhancing, and maintaining Amwell’s Salesforce infrastructure, as well as serve as the frontline support for Salesforce.com end users.

Specifically, the Business Systems Analyst will:

Core Responsibilities:

• Provide prompt and customer-centric end user support across all Salesforce platforms within specified deadlines
• Partner with key stakeholders and end users to capture business requirements and ensure functionality meets the needs of the business
• Participate in Salesforce projects from the initial discovery phase through the documentation and training phases, including coordinating and facilitating collaborative discussions with end users and key stakeholders
• Create and maintain system documentation and Salesforce policies/procedures
• Configure, price, and quote products and services using Salesforce CPQ
• Develop and maintain sales processes to support CPQ within Salesforce
• Work closely with sales, operations, and product teams to ensure accurate product and pricing information is available in the CPQ tool
• Perform release evaluations with Business Systems team and help with new functionality rollouts
• Manage new user set up and deactivation, including transferring ownership of accounts/contacts/opportunities for deactivated users
• Identify issues and key themes, coordinate with other IT and business resources to find solutions, report back and document findings for the team
• Assist with QA testing, building reports and dashboards and Salesforce data cleansing
• Ensure system documentation, policies/procedures are well documented and maintained
• Audit data to uncover data integrity issues and/or opportunities for process improvement
• Manage mass data imports, manual and/or automated data entry or clean-up as needed
• Understand all aspects of Amwell’s Salesforce configuration and technical/functional capabilities, including changes and potential system implications related to the Salesforce release upgrades
• Maintain a high-level familiarity with other IT systems/business application capabilities and scope definition in order to make recommendations about potential upstream/downstream integration or functionality intersection points

Qualifications:

• Bachelor’s Degree
• 2-4 years of Salesforce Administrator experience with two or more of the following: Sales Cloud, Service Cloud, Community Cloud, Marketing Cloud, Heroku, Salesforce CPQ, and/ or Einstein Analytics
• 2+ years of Salesforce end user support
• Experience working within a project management framework
• The ideal candidate has excellent communication skills, is organized, a team player and has a desire to continuously learn
• The candidate will be a self-starter and comfortable working multiple deliverables simultaneously
• Salesforce ADM201 certified or an experienced Salesforce super user at a previous company
• Strong problem-solving skills
• Ability to effectively communicate technical information verbally as well as in written formats
• Desire to grow professionally and learn new skills
• Ability to manage work across competing deadlines
• Previous experience with any of the following applications is a plus:
  • Tableau for CRM
  • CPQ
  • Cloudingo
  • Gong
  • Gainsight
  • Gearset
• Previous experience working in a SCRUM or agile environment preferred

Additional information

Your Team:

The Business Systems Analyst will be part of the Business Systems team withi