Salesforce Analyst

As an IT System Analyst, you will be part of our core Salesforce.com team that supports andmaintainscritical enterprise applications. You will be involved in ensuring the availabilityand performanceof theapplicationandintegrations to other systems. You will have access to various monitoring and troubleshooting tools that youwilluseto investigateand resolve issues. Youwillalsobe responsible fordoingrootcauseanalysis and take necessarycorrectiveactions to prevent reoccurrence of issues.As an IT SystemAnalyst,you will be a person who brings fresh ideas,demonstratesa unique and informed viewpoint, and enjoys collaborating with a cross-functional team to develop real-world solutions and positive user experiences at every interaction.

The job:

• Use monitoring tools toidentifyissuesproactively; investigate and help resolvebefore theyimpactend users
• Improve reliability, quality, and operability of our Salesforce.com ecosystem
• Run the production environment with highest availability by effective monitoring and taking a holistic view of system health
• Resolveenduser issueswithinservice level agreementsandmaintainagreed upon satisfaction ratings
• Identifysupport trends that mightwarrantsystem changes,communicationor education
• Participate in outage management activities including outage status communication, problem detection,resolutionand root cause analysis
• Document tribal knowledge and help create/maintainour knowledge base
• Participate in system design consulting, platform management, andcapacityplanning.
• Coordinate and collaborate with other IT teams as needed tomaintainsystem stability
• ProvideOn-Call Support and Issue Resolution
• Develop solutions toresolve defectsand position the platform for the future
• PerformSalesforce.comdeploymentsthroughour DevOpstool and manual steps
• Adoptthe toolsetand processes in placeforsupport, delivery, and releaseactivities; collaborate toidentifyand implementimprovements
• Comply withaudit requirements

Must have:

• Salesforce.comCertified Administrator
• Excellent communicationand collaborationskills
• Analytical mindsetand problem-solving aptitude
• Time management and planningskills

Good to have:

• Salesforce.comCertified Advanced Administrator
• Salesforce.com development experience

Qualifications & Work Experience:

• Degree in Business Administration, ComputerEngineeringor similar work experience
• 3+ years in an analyst role
• 3+years experiencewithSalesforce.com