We require a Senior CRM Support Analyst with strong problem solving and communication skills to work across the various CRM Platform teams.
The primary goal for this resource is to provide senior-level Application Technical Support and
Administration for the following platforms:
Salesforce
DealCloud
Portal/LPConnect
The Senior CRM Support Analyst will collaborate with other Junior CRM Support Analysts and serve as an escalation point for production support and will manage load-balancing of work across the team, as well as the clear communication of expectations to stakeholders. The Senior CRM Support Analyst will work directly with developers, business users, product owners, and management team to ensure stable operations and efficient issue resolution across platforms.
The individual must have a mastery of Salesforce administration and be capable of understanding complex configurations and integrations. Data Analysis skills are also essential to be able to facilitate complex data loads into Salesforce and other CRM systems. They must be inquisitive and tenacious in nature as they are expected to learn the systems and understand holistically how to solve problems or effectively route issues to the appropriate team.
Primary Responsibilities
Serve as primary Salesforce Administrator
Timely management of each platform incident queue and mailbox
User management across systems
System uptime and associated communications
Timely resolution of technical user issues and requests
Interfacing between users, product owners, and the development teams to properly onboard enhancement and bug-fix work for the platforms and integrations.
Data analysis and loading into systems
Cross-system Integration troubleshooting as well as cleanup activities (e.g. data merges)
System/platform configuration and administration
Professional Experience
Minimum of 3-5
