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