Salesforce Analyst

The Salesforce Analyst will be an integral part of our award-winning team, focused on providing global end-user support and driving continuous improvement for our Salesforce platform. This role involves managing internal user tickets, performing system administration, and leveraging the platform's analytical tools to create reports and dashboards.

Key Responsibilities:

End-User Support and Issue Resolution

• Provide timely, global end-user support, documenting, troubleshooting, and resolving requests, incidents, and problems via email and ticketing systems.
• Critically analyze, triage, and resolve complex issues.
• Utilize and build decision trees to evaluate and appropriately escalate issues to internal technology teams.
• Collaborate with Appian's technology team to resolve application issues and provide guidance on system utilization.

System Administration and Configuration

• Perform essential system configuration, maintenance of user roles and profiles.
• Design, build, and maintain reports and dashboards in Salesforce to meet business needs.

Documentation and Platform Improvement

• Create and maintain thorough documentation of processes, policies, and application configurations.
• Update the knowledge base to ensure procedures and known fixes are current and easily accessible.
• Stay current with Salesforce platform releases, new features, and best practices, making recommendations to management regarding implementation.
• Document new requirements when needed.

Stakeholder Collaboration

• Work with cross-functional stakeholders to clarify system requirements and answer questions about system improvements.
• Comfortably collaborate with both technical and non-technical stakeholders.

Required Qualifications

• Bachelor's degree in Engineering, Information Systems, Business, or a related field (or equivalent experience).
• 2+ years of hands-on experience administering Salesforce.
• Proactive, with a continuous improvement mindset and a commitment to data accuracy and attention to detail.
• Demonstrated creativity balanced with practicality to meet business objectives and team needs.
• Excellent communication and documentation skills.
• Ability to quickly master new technology.
• Ability to work in a hybrid environment part of the day in office and part of the work to be completed from home
• Technology/Work Environment: Must have a reliable, high-speed internet connection and a dedicated, quiet workspace.
• Time Zone Alignment: Ability to align work hours with US EST, i.e. IST 4 PM - 1 AM IST, with an hour-break.