The SaaS Operations team is responsible for managing and supporting all existing SaaS applications as well as the expansion of new SaaS solutions. With the goal of providing great customer service utilizing best practices and technical aptitude to resolve incidents in a timely manner.
As an Application Support Analyst, you will be responsible for supporting the administration of existing SaaS applications, with the primary support being in Salesforce application. SaaS Operations groups prides itself on their practices and process to offer the best architected solutions for our customers and platform. Other responsibilities include, but are not limited to, clear communication, active engagement, documentation on process guides, and enjoyment to learning new process and technical support solutions.
Major Duties / Responsibilities:
- Support Incidents for the administration and evolution of Salesforce platform, Nintex Process Manage, Nintex Workflow Cloud, Smartsheet, Lucid, Adobe Sign and other principal SaaS platforms/tools
- All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
- Complete quarterly user license audit.
- Monitor user adoption.
- Salesforce configurations changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards and reports.
- Collaborate with SaaS Operations team on solution designs and deployments
- Maintain an understanding of business processes and system integrations
- Maintain documents for knowledge article and training.
Education / Experience / Skill Requirements:
- A desire to implement best practice solutions
- Available and responsive to questions
- Ability to work independently, as well as part of a team
- Problem solving skills
- Ability to prioritize workload of multiple tasks, perform under pressure in a fast-paced environment, and relate to customers, outside contacts and fellow employees, while maintaining attention to detail
- Understanding of Salesforce sharing and security (roles, profiles, permissions, OWD, sharing rules)
- Experience implementing Salesforce configuration changes including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards and reports
- 3+ years of experience with SaaS Application management
- 3+ years of experience with Salesforce
- Certified Salesforce Admin
- Experience in the energy industry a plus
- Excellent written and verbal communication skills