Description

The Salesforce Services Operations Systems & Tools Team seeks an experienced Analyst to support the systematic functionality of our Services organization tools. This role collaborates closely with Services personnel, Salesforce operational teams, Digital Technology, and various cross-functional partners across the company.

The ideal candidate thrives in a fast-paced support environment, is passionate about resolving complex technical issues, acts as the technical and process expert for their business partner group, and drives positive business outcomes. They are adept at supporting both out-of-the-box and custom-built tools and confident in managing large-scale, technical, and complex projects.

This is a highly collaborative and strategic role, ideal for candidates with a strong systems mindset, a passion for driving operational efficiency, and a track record of delivering results through cross-functional partnerships.

Responsibilities

• Act as the primary resource for issues and production events, assists with the incident response process from initial triage to resolution, and provides stakeholder communication and platform escalations.
• Serves as the primary escalation point for complex technical issues for Tier 1 / 2 support, end-users, and business stakeholders. Coordinates the deployment and scaling of Tier 1 support solutions.
• Collaborates extensively with Digital Technology partners and business stakeholders.
• Maintains and supports a suite of Salesforce and Certinia PS Cloud (PSA) applications for Professional Services.
• Handles numerous projects/priorities using sound support practices to ensure quality delivery of enterprise solutions.
• Analyzes current systems and workflows to identify gaps and proposes enhancements that align with business objectives.
• Contributes to the configuration and development of custom applications and tools to improve team productivity. Provides general administrative and operational support to our partner teams as required.
• Optimizes Slack workflows and knowledge sharing to ensure rapid issue resolution and seamless escalation, significantly reducing customer wait times.

Required Experience / Expertise

• Technical Proficiency: Minimum of three years of hands-on experience with the Salesforce platform. Salesforce Admin and Advanced Admin Certifications are extremely beneficial; Salesforce AI and development experience are a plus.
• Communication & Analysis: Excellent written and verbal communication skills, along with strong organizational, analytical, and problem-solving abilities.
• Project Management: Proven capability to manage multiple priorities and deadlines effectively while maintaining composure under pressure.
• Mindset: A highly motivated, adaptable, and innovative mindset with a demonstrated track record of delivering measurable results.
• Soft Skills: Exceptional time management, attention to detail, dependability, and a commitment to quality. Must be eager to learn new concepts, business models, and emerging technologies.
• Domain Knowledge: A fundamental understanding of cloud computing principles and the Salesforce product suite is expected. Experience with Certinia PS Cloud and Slack is strongly preferred.