Application Analyst - Salesforce
Skills
- Customer and application support experience in a technical environment.
- General systems knowledge and technical troubleshooting skills.
- Excellent verbal and written communication.
- Strong problem-solving and listening abilities.
- Customer service and relationship management skills.
- Research capability into software functionality and issues.
- Independent work capability with minimal supervision.
- Team collaboration and positive attitude.
Responsibilities
- Provide Tier 1 help desk support and triage Tier 2/Tier 3 Salesforce support tickets.
- Monitor, record, and respond to production user requests promptly.
- Route and escalate support tickets to appropriate teams when necessary.
- Offer instructions and training to users on Salesforce application processes.
- Monitor CRM queues for urgent issues and facilitate immediate response.
- Troubleshoot technical issues and suggest or implement resolutions.
- Identify and escalate product or process quality issues.
- Analyze incident trends and notify relevant parties about patterns.
- Manage Salesforce license distribution and notify stakeholders of shortages.
- Setup and maintain user accounts, roles, profiles, permission sets, groups, and hierarchies.
- Create and maintain documentation, including user guides, job aides, and process policies.
Education
- High school diploma or equivalent required.
- Associate degree in technology-related field preferred.
Benefits
- Flexible work culture emphasizing trust and continual learning.
- Supportive and inclusive work environment promoting diversity.
- Opportunities for professional growth within a leading cybersecurity firm.
- Comprehensive user documentation to facilitate role efficiency.
Average salary estimate
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