Salesforce Application Analyst 1

Acadia Healthcare - Franklin, TN

Full-time

Franklin, TN

Ambulatory Health Care Services

About the position

In this role, you will interface daily with our end users through our ticketing system, phone calls, screen shares and Teams chat on issues, service requests, escalations and enhancement requests. Although your main role will be in support, you will also participate in development releases and various other projects and implementations the team has on-going. Our team has a strong collaborative dynamic and you will be supported every step of the way as you come up to speed and grow within the role. You will be taught best practices for supporting our users, data management, QA, Salesforce administration, business analysis, and more.

Responsibilities

• Respond, resolve or triage and escalate incidents and service requests within SLA guidelines.
• Triage and preliminary analysis and troubleshooting of user reported incidents.
• Recreate issues and concisely identify and document when an incident is a bug versus working as designed for the development team.
• Work with team members, technical leads or the application development teams to provide users with updates to resolutions when requested.
• Creation and management of user account records.
• Perform Data Management activities: Duplicate merging, data updates, data uploads using Salesforce data loader.
• Assist with project tasks as needed including data management work, QA, Administration tasks and Business Analysis tasks.
• Continuous improvement and training/knowledge transfer towards becoming Salesforce subject matter expert.
• Participate in the on-call rotations.
• Perform self-assessments by reviewing incidents escalated and proactively identify gaps in knowledge and tools needed.
• Modify and assist in Salesforce customizations.
• Attend weekly project team meetings.
• Project documentation.
• Interface and coordinate with other departments within IT and outside of the company.
• Perform other duties as assigned.

Requirements

• 2+ years of professional experience working with Salesforce.
• 2+ years experience working with MS Office suite.
• Ability to execute simple tasks using simple formulas in Excel.
• Self-motivated with strong organizational skills and superior attention to detail.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames.
• Ability to adapt to frequent priority changes.
• Capable of working within established policies, procedures and practices prescribed by the organization.
• Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
• Excellent written and verbal communications skills.

Nice-to-haves

• 1+ year data management experience.
• Experience with the software development life cycle including business analysis and deployment.
• SQL experience.
• Technical Support experience (network, systems/server, desktop, vendor escalations).
• Business Intelligence and analytic tool experience (Tableau, Power BI, etc.).
• Experience with Visio and SharePoint.

Benefits

• Certified Salesforce Administrator OR Advanced Administrator (preferred)