Salesforce Support Analyst - Erlanger, KY

Salesforce Support Analyst - Erlanger, KY

Position Summary:
The Salesforce Support Analyst will be part of the Service Delivery Organization which is responsible to maintain all ADM systems in operation with highest availability. As a member of the Service Delivery Organization, the Salesforce Support Analyst will analyze the tickets raised by user(s) and provide response/resolution to the user or work with the concerned teams/ 3rd party providers to resolve the issues as the per the Operational/Service Level Agreement with the business. The individual will work with dynamics and global cross functional teams including developers, architects, cyber security and business functional stakeholders.

Job Responsibilities:

• Provide deep Salesforce functional & technical expertise, as well as demonstrated knowledge of key integration points across different modules and technical components
• Assume full ownership of the support tickets in the respective process area, work with integration, other process teams, development teams, 3rd party support providers to resolve the tickets within Operational/Service Level Agreement limits
• Production support
• Perform thorough testing including regression testing before releasing any solution for final user validation
• Understand and follow ADM IT processes in performing all day-to-day activities
• Understand ADM IT Service Management process, update incident/problem/service tickets regularly and accurately and document resolution in the service management tool
• Design and Configure minor enhancements following the ADM standard configuration/naming standards, document Functional design documents
• Provide technical input in support of audit requests, as needed
• Follow regulatory compliance and Security standards

Job Requirements: 

• Minimum 5 years’ experience with Salesforce
• Skills in Sales Cloud (essential), Marketing Cloud (ideally) and Service Cloud (advantageous), Customer Experience Cloud, and nice to have Salesforce Artificial Intelligence
• Experience with interfacing and collaboration with ERPs preferred
• Spoken Languages: English (required); Portuguese and/or Spanish (advantageous)
• Knowledge of Salesforce solutions and how they support Sales Management, Contracts, Price and Quote Management, Order Fulfillment Management, Billing Management, Accounts Receivable, Customer, Distribution and Supplier business functions
• Experience with dealing with key integration areas with Master Data Management to enhance the CRM environment
• 3 years’ experience in a support analyst role in a medium/large organization
• Experience with 24x7 support covering all time zones, working with multi-cultural support teams spread across different geographies
• Practical experience working in an agile environment
• Exhibits ability to work both in a team environment and independently
• Strong analytical, organization, time management, facilitation, and process management skills
• Demonstrated high level of written, verbal and interpersonal skills to communicate technical and non-technical information, ideas, procedures and processes
• Able to work in a fast-paced, changing environment, and with all levels of the organization and cope with rapidly changing information
• Ability to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are needed
• Ability to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilities
• Interact and deal effectively with all levels of employees while maintaining a professional manner
• Maintains a positive work environment through teamwork & conflict resolution
• On occasion requires minimal weekend, holidays, overtime, or off hour coverage as needed, to meet support Operational/Service Level Agreements but overall role provides flexibility and good work life balance
• Ability and willingness to travel by auto and air as needed to achieve business objectives