Application Analyst

Summary

Join BeyondTrust as an Application Analyst and provide first-line support to over 1000 Salesforce users. You will handle user requests, troubleshoot issues, and escalate complex problems to the appropriate teams. This role involves monitoring CRM queues, managing Salesforce licenses, and creating user documentation. You will need strong communication and problem-solving skills, along with experience in customer and application support. The ideal candidate will have Salesforce or other CRM experience and familiarity with standard business processes. BeyondTrust offers a flexible and supportive work environment.

Requirements

• 1-3 years customer and/or application support in a technical environment
• 1-2 years general systems experience
• Excellent verbal and written communication skills
• Strong problem-solving and listening skills
• Strong customer service and relationship building skills
• Ability to conduct research into software issues functionality
• Ability to work independently and efficiently with minimum direction
• Ability to work as part of a team with a positive “can-do” attitude
• Must be able to read, write, and speak fluent English

Responsibilities

• Tier 1 help desk support and triage of Tier 2/Tier 3 support tickets
• Monitor, record, and respond to requests for production users when possible
• Route support tickets to other queues or escalate to other team members when appropriate
• Answer how-to questions and provide instructions or training to users on application processes when applicable
• Monitor CRM queues for urgent issues and report them appropriately for immediate assistance
• Troubleshoot technical issues and provide/implement suggestions for resolution when possible
• Identify and appropriately escalate process or product quality gaps
• Analyze trends in incidents and alert appropriate parties when patterns develop
• Manage Salesforce licenses distribution and alert the appropriate parties when licenses are low
• Setup and maintain users, assign roles, profiles, permission sets, groups, and hierarchies
• Create and maintain end user documentation on processes, policies, application configuration, user guides, job aides, and related materials

Preferred Qualifications

• Salesforce or other CRM experience preferred
• Associate degree in technology focused field such as networking or general computing
• Familiarity with standard business, sales, and finance processes
• Intermediate to advanced MS Excel
• ITSM incident tracking tool such as ServiceNow
• SDLC Project Management software such Jira or Azure DevOps
• Data manipulation tools such as Data Loader or Excel Connector
• Experience working for a company in the software development market space