Systems & Tools Analyst

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.

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.

Skills & Qualifications

• Technical proficiency with the Salesforce platform

Experience

• 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.