Salesforce Support Analyst (Jacksonville, FL)

Salesforce Support Analyst

Salesforce Support Analyst needs 3 years of relevant IT operations experience working with Salesforce and directly supporting users in a Salesforce chatter front end environment.Salesforce Support Analyst requires 3 years of experience working with ITSM software (Service Now or related). Ability to handle Salesforce data migrations. 35-40 hrs M-F 8-5P Preparation of data files using Excel to load with Data Loader. Ability to multi-task and manage multiple levels of application support. Technical school training or equivalent college degree desirable preferably with an IT support background. Ability to understand business concepts and how they apply to Salesforce Strong knowledge of Microsoft Office 2016 suite of applications Microsoft Outlook Word Excel Access Outlook and PowerPoint. Salesforce certification preferred. Self-motivated and dedicated with the ability to triage and prioritize technical issues working with internal service providers and team members to problem resolution. Salesforce Support Analyst duties Work within the IT application support team and responsible for the front end Salesforce support. Communicate to multiple levels of the organization including stake holders and third-party vendors via phone email and chat. Escalate issues and work with incident management teams. Proactively identify operational inefficiencies and provide solutions. Respond to audit items (Access Control List Certification) ACLC and mandatory reviews and any required compliance tasks. Partner with development teams to help manage responsibilities within the organization. Monitor periodic processes and react appropriately to conditions. Document process changes and update team knowledge base.