Business Systems Analyst

This role is a handson technical opportunity to become a critical enabler of daytoday operations across Sales Customer Support Operations Client Services Product and Marketing. You will serve as the front line of support for Salesforce and integrated business systems ensuring issues are resolved quickly accurately and with a strong customerservice mindset. The role offers exposure to system improvement initiatives audits and crossfunctional collaboration while building deep expertise in Salesforce and enterprise applications.

Our team provides Enterprise business systems that support critical operational financial and customerfacing processes. We work closely across departments to ensure our platforms scale with the business remain compliant and deliver reliable experiences to internal users. We value continuous improvement accountability and strong partnerships between technology and the business.

KEY PERFORMANCE OBJECTIVES (First 12 Months)

OBJECTIVE 1: Deliver HighQuality Responsive FirstTier Salesforce & System Support (First 6 Months)

Outcome:
Within the first 90 days consistently resolve or correctly triage 9095% of incoming Zendesk tickets related to Salesforce and integrated systems within defined SLA targets. By six months demonstrate sustained highquality resolution with minimal rework and positive internal customer feedback.

Impact:
Ensures uninterrupted daily operations and builds trust in the Business Systems function through reliable customerfocused support.

How:
Provide firsttier troubleshooting for Salesforce (Sales and Service Cloud) Concur and integrated applications; document resolutions clearly in Zendesk; communicate timely updates; and escalate appropriately when deeper analysis is required.

OBJECTIVE 2: Support Continuous Improvement Governance & Compliance of Salesforce & Integrated Systems (First 12 Months)

Outcome:
Over the first 12 months contribute consistently to system improvement initiatives while supporting audits and governance standards with accuracy and reliability.

Impact:
Keeps business systems scalable compliant and aligned with evolving business needs without introducing operational risk.

How:
Assist with integrations updates and upgrades; participate in system audits and assessments; follow configuration standards; and maintain accurate documentation.

OBJECTIVE 3: Enable Users Through Clear Communication Accurate Diagnosis & Effective Escalation (First 12 Months)

Outcome:
Within one year users clearly understand issue causes resolution steps and next actions with fewer followups and faster endtoend resolution times.

Impact:
Improves user confidence and accelerates issue resolution while reducing rework for senior administrators.

How:
Communicate clearly in Zendesk explain issues in nontechnical language diagnose root causes document findings thoroughly and engage the right resources at the right time.

OBJECTIVE 4: Deliver Scalable Disciplined Salesforce Configuration & Support Execution (First 12 Months)

Outcome:
Reliably support Salesforce configuration components while meeting SLAs and managing high ticket volume effectively.

Impact:
Ensures efficient operations for business teams and predictable scalable support for the organization.

How:
Troubleshoot configuration issues prioritize work effectively maintain detailed documentation and consistently follow through on commitments.

• Proven experience supporting Salesforce (Sales & Service Cloud) in a helpdesk or administrative environment
• Strong troubleshooting and analytical problemsolving skills
• Experience supporting integrated thirdparty applications
• Ability to manage high ticket volumes while meeting SLAs
• Clear professional communication with nontechnical users
• Strong customerservice mindset and attention to detail
• 5 years of increasingly responsible duties and functions in a Salesforce help-desk environment as an analyst or system admin.
• 3 years of experience in help desk support including managing user and system settings.
• 3 years of experience supporting Salesforce-related projects such as integrations updates and upgrades.
• 3 years of experience supporting Salesforce integrated third-party applications like Concur Certinia Pardot and Gainsight.
• Experience with support ticketing systems such as Zendesk ServiceNow or Jira.
• Salesforce Certified Platform Administrator (formerly Admin 201 Certification).

PowerPlan is an EOE

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Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible there will be times when onsite work is required. This could include scheduled office days team meetings client meetings or special events.