Salesforce Analyst

As an IT System Analyst, you will be part of our core Salesforce.com team that supports and maintains critical enterprise applications. You will be involved in ensuring the availability and performance of the application and integrations to other systems. You will have access to various monitoring and troubleshooting tools that you will use to investigate and resolve issues. You will also be responsible for doing root cause analysis and take necessary corrective actions to prevent reoccurrence of issues. As an IT System Analyst, you will be a person who brings fresh ideas, demonstrates a 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 to identify issues proactively; investigate and help resolve before they impact end 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 
• Resolve end user issues within service level agreements and maintain agreed upon satisfaction ratings 
• Identify support trends that might warrant system changes, communication or education 
• Participate in outage management activities including outage status communication, problem detection, resolution and root cause analysis 
• Document 'tribal' knowledge and help create/maintain our knowledge base 
• Participate in system design consulting, platform management, and capacity planning. 
• Coordinate and collaborate with other IT teams as needed to maintain system stability 
• Provide On-Call Support and Issue Resolution 
• Develop solutions to resolve defects and position the platform for the future 
• Perform Salesforce.com deployments through our DevOps tool and manual steps 
• Adopt the toolset and processes in place for support, delivery, and release activities; collaborate to identify and implement improvements 
• Comply with audit requirements  

Must have: 

• Salesforce.com Certified Administrator 
• Excellent communication and collaboration skills 
• Analytical mindset and problem-solving aptitude 
• Time management and planning skills 

Good to have: 

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

Qualifications & Work Experience: 

• Degree in Business Administration, Computer Engineering or similar work experience 
• 3+ years in an analyst role 
• 3+ years' experience with Salesforce.com