Application Analyst - Salesforce

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

The Application Analyst will complement the Salesforce CoE software development teams as the first line of support for over 1K Salesforce users and business critical processes running on the Salesforce platform. This role will interact with users of all levels in the BeyondTrust organization to intake requests, gather initial information, resolve requests or route requests appropriately to the proper technical team members for resolution.

What You’ll Do

• Tier 1 help desk support and triage of Tier 2/Tier 3 support tickets
• Monitor, record, and respond to requests for production users when possible
• Route support tickets to other queues or escalate to other team members when appropriate
• Answer how-to questions and provide instructions or training to users on application processes when applicable
• Monitor CRM queues for urgent issues and report them appropriately for immediate assistance
• Troubleshoot technical issues and provide/implement suggestions for resolution when possible
• Identify and appropriately escalate process or product quality gaps
• Analyze trends in incidents and alert appropriate parties when patterns develop
• Manage Salesforce licenses distribution and alert the appropriate parties when licenses are low
• Setup and maintain users, assign roles, profiles, permission sets, groups, and hierarchies
• Create and maintain end user documentation on processes, policies, application configuration, user guides, job aides, and related materials

What You’ll Bring

• 1-3 years customer and/or application support in a technical environment
• 1-2 years general systems experience
• Excellent verbal and written communication skills
• Strong problem-solving and listening skills
• Strong customer service and relationship building skills
• Ability to conduct research into software issues functionality
• Ability to work independently and efficiently with minimum direction
• Ability to work as part of a team with a positive “can-do” attitude
• Must be able to read, write, and speak fluent English

Nice To Have

• Salesforce or other CRM experience preferred
• Associate degree in technology focused field such as networking or general computing
• Familiarity with standard business, sales, and finance processes
• Intermediate to advanced MS Excel
• ITSM incident tracking tool such as ServiceNow
• SDLC Project Management software such Jira or Azure DevOps
• Data manipulation tools such as Data Loader or Excel Connector
• Experience working for a company in the software development market space

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com. 

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