Salesforce Business Analyst

Demonstrating the ability to research, document and prioritize customer issues, leveraging internal tools and escalating to relevant teams as necessary.

• Demonstrating the ability to research, document and prioritize customer issues, leveraging internal tools and escalating to relevant teams as necessary.

• Multitasking and performing effectively under pressure and meeting all support related KPIs as outlined by business.

• This position will work in tandem with a team of Salesforce professionals.

• This position relies on both technical capability (troubleshooting, analysis, problem-solving expertise, software development, and administration) as well as functional capability (effective and efficient communication, managing customer expectations and customer experience, documentation, technical support, and occasional training).

• Contribute to a dynamic environment and work closely with other members of the Salesforce Support team.

• Provide front line user support to Sales, Finance, Customer Success, Channel, etc.

• Analyze business processes then create functional requirements and documentation.

• Support features around email, workflows, process builder, flows, permissions, reporting and other duties as assigned.

• Assist with user training by presenting system functionality and developing training materials.

• Provide technical and non-technical support for internal systems. Perform data analysis and update operations to keep a clean customer master and install base.

• Participate in discussions, help with the design and implementation of Salesforce solutions.

• Work closely and share ideas with other teams who will use CRM and CX systems.

Requirements:  

• Salesforce Administrator Certification

• 3-5+ years of required experience in Salesforce Administration and Support must include:

• Experience performing Administration tasks

• using the data loader, making changes to profiles, updating form layouts, etc.

• Working with Salesforce solutions such as Sales Cloud, Service Cloud, CPQ, Community Cloud, or Partner Relationship Management

• Working with Classic, Lightning, Lightning Web Components, and other modern Salesforce technologies;

• Experience in the design and development of CRM and CX solutions, applications, including setting up and maintaining integrations between Salesforce and other systems in a secure manner; Working with legacy Salesforce technologies including Apex, Visualforce, etc.

• Writing system bugs and user stories

• Agile principles and practices

• SQL & OSQL queries

• Experience creating and curating knowledge content; and Working with Salesforce Sharing and Security model such as Roles, Public Groups, Role Hierarchies, Sharing Rules, Record Level Permissions, Field level Security, or Permission Sets.