Digital Salesforce Business Analyst
4 weeks ago
We are seeking a skilled Digital Salesforce Business Analyst to provide application and BAU support for our Client Systems, particularly our Salesforce CRMs. This role is responsible for delivering first-line support for end-user queries and issues related to Client System functionalities and data.
As a key member of our team, you will contribute to knowledge base and training material development, and support Service Level Agreement (SLA) initiatives to streamline processes and reduce resolution times.
Responsibilities- Act as the primary contact for user inquiries, troubleshooting, and resolving issues to ensure a seamless experience.
- Address non-self-serviceable requests, including configuration updates, data uploads, and bulk changes using tools like Salesforce Data Loader.
- Log, prioritize, and collaborate with product teams on resolving Salesforce bugs and complex technical issues.
- Monitor critical issues, escalate as needed, and provide workarounds for unsupported functionality.
- Investigate and resolve data synchronization and upload errors across Salesforce and integrated systems.
- Manage user accounts, roles, and permissions in compliance with security policies.
- Maintain optimal system performance by proactively identifying and resolving potential issues.
- Support user onboarding with training sessions and create knowledge base articles, training materials, and run books for common issues.
- Gather user feedback and pain points, sharing insights with product teams to inform enhancements.
- Contribute to quality assurance by validating new features and updates for functionality and reliability.
- Assist in refining Service Level Agreements (SLAs) to enhance service delivery and user satisfaction.
- Strong analytical and troubleshooting skills, with the ability to diagnose and resolve application and data issues.
- Proficient in Salesforce configuration (e.g., workflows, validation rules, permissions, reports, dashboards).
- Experience with data tools like Salesforce Data Loader for bulk updates and uploads.
- Familiarity with resolving integration errors and providing creative solutions to system limitations.
- Excellent communication skills to explain technical details clearly and concisely to users.
- Experience in knowledge base management, documentation, and process improvement.
- Background in Salesforce and other digital application technical support is a strong advantage.
A competitive salary range, commensurate with your qualifications and experience, along with a comprehensive benefits package, opportunities for growth and professional development, and a dynamic work environment that fosters collaboration and innovation.
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