BUSINESS ANALYST SENIOR/SALESFORCE

About the position

The Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful. A thriving workforce in Arizona is what we strive for and work towards each day. This position contributes to Industrial Commission technology projects including Salesforce, JWS, ICM, and hardware systems such as multi-function printing, mail sorting, and end user devices by providing no or low code configuration changes, gathering user requirements, and use cases, documenting workflows, and developing test cases. Supports the organization's key business processes and applications and recommends business process redesign where applicable. Has specialized training and experience with Salesforce administration and troubleshooting Salesforce workflows. Supports the MIS department by serving as the primary liaison between the MIS department and business and supporting the testing and validation functions of MIS implemented solutions or fixes. Works with vendors to identify and resolve hardware or software issues; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships; tracks trends and looks for other opportunities to eliminate waste; focus on solving conflict; maintains confidentiality; addresses budget concerns with the CIO; identifies required resources.

Responsibilities

• Respond to support tickets to install, upgrade, repair, troubleshoot or assist users with desktop, laptop, peripheral or application issues.
• Ensure assistance to other help desk staff through technical advisement and/or acting as an escalation for challenging problem solving for Salesforce issues.
• Identify trends and produce master tickets to track until root cause is identified.
• Meet with members of the agency's various departments to understand business requirements, use cases, and user stories to craft high level technical solutions for business.
• Work with business to develop test cases to validate MIS implemented solutions and ensure customer satisfaction prior to releasing solutions to the production environment.
• Liaison between MIS, Business, and Vendors to coordinate vendor responses to vendor supported devices or software and ensures an appropriate vendor response.
• Provide backup support to duties related to procurement; working with the staff of Special Services to ensure that procurement requests are processed.

Requirements

• Bachelor's degree in computer information systems or related field.
• 3 years experience developing technical software specifications as a business analyst.
• Specialized training and experience with Salesforce administration.
• Knowledge of customer service principles and processes.
• Knowledge of Microsoft Windows operating systems and applications.
• Knowledge of Active Directory Users and Computers; MS Administrative tools.
• Knowledge of client server applications, back-up software, imaging, SaaS and Cloud products.
• Considerable computer networking and the OSI model.
• Considerable knowledge of methodologies and techniques for systems analysis and design, business process modeling, requirement gathering, and quality assurance.

Nice-to-haves

• Certified Salesforce Administrator.

Benefits

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance.