Application Support Analyst Sr (Salesforce)
Support and train end-users to use various software programs efficiently and effectively, including troubleshooting applications and software Design, develop, and deliver training programs for software applications and related courseware. Provide technical guidance to junior team members. This position typically will advise and counsel: Users, IT staff, contractors and vendors. This position consistently interacts with: Application end-users both internal and external, central IT office staff, contractors and vendors.
This position will supervise: NA
Work with the Salesforce Developer and Project Manager to gather requirements, develop, test, deploy, maintain, and train users on SalesForce solutions.
Provide ongoing application support including Change Management, Incident resolution, enhancements requests, and general end user support.
Work closely with external consultants and vendors as needed Possess excellent interpersonal, communication, and leadership skills
Must be proactive and possess strong attention to detail
The ability to work on complex, cross-functional, business problems and resolve conflicting requirements. Manage, interfaces, vendor engagements, data loads, and back-up strategy
Assist with communicating system changes to stakeholders
Assist in design, deployment,, and management of security roles in a multi-tenant environment
Bachelor's Degree in computer science, information systems, or related field, or equivalent combination of education and experience
Three to four years of job related experience
Other Required Qualifications
Occasional travel between training locations required; sitting for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components; lifting and transporting of moderately heavy objects, such as computers and peripherals.
Strong Salesforce Administration experience. Qualified candidates should have experience gathering requirements for a CRM solution. Strong knowledge of Sales Cloud, Service Cloud, Marketing Cloud, and Communities is desired.
Knowledge of Apex Classes, Apex Triggers, and Visualforce pages Experience on Salesforce Deployments
Strong stakeholder engagement skills and experience training users on the Salesforce platform
Confident in all aspects of configuration, such as creating Reports, Workflows, Dashboards, Custom Objects, Page Layouts, Validation Rules
Good communication skills
Higher education experience desired
ITIL experience is also desired
Knowledge, Skills, & Abilities
This job requires in-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned; proven experience with troubleshooting principles, methodologies, and issue resolution techniques; broad knowledge of programming languages and techniques; ability to develop and interpret technical documentation for training and end user procedures; experience with building and maintaining databases for query and problem tracking; good analytical and problem-solving abilities; ability to present ideas in business-friendly and user-friendly language; very strong customer service orientation; excellent written, verbal, and interpersonal skills; experience working in a team-oriented, collaborative environment.
Equal Employment Opportunity
Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests.
Depending on experience, this position will pay between $68,500 - $74.500 plus full benefits.