Principal Salesforce Business Systems Analyst

The Red Hat IT team is looking for a Principal 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 Principal 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 you will 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

• 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 

• Providing guidance and mentorship to junior team members in both technical and functional aspects

• Evaluate new Salesforce releases and applications and remain current with Salesforce administration best practices

What you will bring:

• 7+ years of Salesforce configuration and administration experience

• 4+ years of experience with Certinia PSA

• Demonstrated outstanding customer service experience or prior technical support experience

• 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 with SFDC in a large organization

• Dependable, motivated, and self-starter, with the ability to work independently

• Excellent written and verbal communication skills

• Strong analytical and troubleshooting skills

• Experience working in an IT Agile team 

• Bachelor's degree in information systems or similar, or equivalent business experience 

• Salesforce Administrator Certification is preferred

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Benefits
●    Comprehensive medical, dental, and vision coverage
●    Flexible Spending Account - healthcare and dependent care
●    Health Savings Account - high deductible medical plan
●    Retirement 401(k) with employer match
●    Paid time off and holidays
●    Paid parental leave plans for all new parents
●    Leave benefits including disability, paid family medical leave, and paid military leave
●    Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.