Sr. Salesforce Business Systems Analyst ( Salesforce Support)

About the job:

The Red Hat IT team is looking for a Senior Salesforce Business Systems Analyst to join our team. In this role, you will be a part of the Salesforce Support Team, working to proactively partner with internal customers to resolve issues and demonstrate value to them by triaging, troubleshooting, and resolving technical issues. As a Senior Salesforce Business Systems Analyst, you should be motivated, possess excellent communication skills, and have the technical expertise to work under dynamic circumstances. Your responsibilities will include front-line troubleshooting, explaining features, and providing best practice guidance for Salesforce users globally. It is essential to maintain composure, exhibit professionalism, and ensure the highest levels of client satisfaction.

What will you do?

• Serve as the primary point of contact for supported business systems, and perform functional and second-level technical support as needed
• Responsible for delivering an exceptional customer experience by proactively managing issues throughout the ticket lifecycle, ensuring high customer satisfaction
• Follow established ticket support processes and procedures
• As part of ticket investigation, perform troubleshooting, log questions or suggestions in the ticketing system, and document testing performed, results, issue recreation, and the next planned steps.
• Follow established procedures to identify, prioritize, and escalate priority issues to the appropriate resources
• Proactively identify recurring issues or opportunities for improvement, and propose process enhancements or systematic solutions
• Interpret and refine business requirements and user stories
• Write and update knowledge base documentation ensuring that our Customers and IT Teams have the most up-to-date information
• Participate in the evolution of team best practices, standards, and policies to enhance the quality and efficiency of customer support
• Evaluate new Salesforce releases and applications and remain current with Salesforce administration best practices

What will you bring?

• 5+ years of experience implementing, configuring, and administering SFDC
• 3+ years of experience in Salesforce/CPQ support
• Demonstrated outstanding customer service experience or prior technical support experience
• Salesforce CPQ experience is highly desirable
• Dependable, motivated, self-starter, with the ability to work independently
• Proficiency in Salesforce tools such as Data Loader, Workbench, and other data management tools
• Should have experience in using and interpreting debug logs
• Excellent analytical and problem-solving skills with a keen attention to detail
• Experience working in an Agile team
• Excellent written and verbal communication skills
• Bachelor's degree in information systems or similar, or equivalent business experience
• Salesforce Administrator Certification is preferred