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Salesforce Support Analyst

Pacific Life Insurance Company Newport Beach, CA

Job Description

Currently we are seeking a talented Salesforce Support Analyst to be a part of the Pacific Life Next Generation Customer Relationship Management (CRM) Platform Center of Excellence (CoE). This transformational team is redefining how customer relationships and data are managed on a single platform for Pacific Lifes retail businesses across marketing, sales, and service utilizing tools from Salesforce.
The CRM CoE is rooted in an agile based project management environment with iterative development, where requirements and solutions evolve through collaboration between self-organizing, cross-functional teams. Capabilities are being deployed in a series of foundational phases with the CoE responsible for ongoing operations support, governance, and managing the program back log and capability enhancements.
The Next Generation CRM Salesforce Support Analyst is responsible for day-to-day support of the Salesforce platform, including the Salesforce Sales Cloud, Service Cloud, Marketing Cloud, and Einstein Analytics.  In addition to supporting application users, the Salesforce Support Analyst contributes to the development of Salesforce solutions, including managing enhancement requests and participating in the daily Agile/SCRUM team activities.
  • Participate in the planning and analysis of business requirements for configuration changes and managed packages including bug fixing and maintenance
  • Assist in defining required features and mapping Salesforce features to client business processes
  • Map and load data into Salesforce using a data loading tool like Apex Data Loader
  • Participate in the creation and documentation of end user requirements
  • Perform QA testing for iterative development cycles across various Salesforce projects.
  • Create and maintain business processes in using components such as: process builders, flows, workflow rules and approval processes
  • Support new user setup and training
  • Create and maintain custom reports and dashboards, including supporting users custom report requests
  • Provide excellent customer support to internal application users, including managing and supporting production issues and requests, research and troubleshooting data issues, and contributing to overall maintenance for Pacific Lifes Salesforce platform and solutions
  • 2+ years of experience in gathering and documenting requirements, in the role of a Business Analyst or Systems Analyst
  • 1+ years of hands-on experience with Salesforce Sales or Service Clouds.  Marketing Cloud (Exact Target) or Community Cloud is a plus
  • Achieved or in the process of earning Salesforce certifications
  • Experience with Salesforce Lightning is a plus
  • Possess strong analytical, organizational and problem-solving skills
  • Excellent written and oral communication skills, including experience communicating with business stakeholders and system users
  • Ability to understand business concepts and evaluate the impact of business changes on systems
  • Be highly driven and able to self-manage in a fast-paced environment
  • Experience working with distributed external resources and vendor teams (onshore and offshore)
  • Bachelors or Masters Degree in Business, Engineering, Computer Science, or a related field, or an equivalent combination of education and work experience

Job Details

Date Posted November 9, 2019
Date Closes December 9, 2019
Requisition 711732
Located In Newport beach, CA
SOC Category 00-0000.00