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Job CategoryCustomer Success Group
About Acumen Solutions, a Salesforce Company
We drive excellence - not only in our performance, but also in the results we deliver for our clients. We are a global cloud consultancy combining the insight of our strategists, the vision of our innovators, and the ingenuity of our engineers to achieve extraordinary impact. The Fortune 500 trust us to build solutions focused on growing revenue and profits by amplifying competitive advantage and strengthening customer relationships. Our groundbreaking solutions in the public sector streamline operations and improve productivity.
We are hiring a Salesforce Support Analyst to join our team in Cleveland, Ohio. This person will join our technology team responsible for the implementation and support of high volume, high performance client facing applications. Will support applications that are part of cloud based, mobile, and/or on premise environments.
Act as liaison with clients, establishing rapport, and communicating project status
Identify enhancement requests as configuration or development effort
Make configuration changes to the application
Communicate requirements to developers to complete enhancement requests
Learn at least two clients business processes and application implementations (implementation may be Salesforce.com or some other product)
Support end users questions and issues via various communication channels including email, phone, and portals
Determine root cause analysis of issues and help identify/implement solutions
Develop and execute functional test cases
Update project documentation
Application release management responsibilities
3+ years of experience in an application support, business analyst, or project management type of role
Salesforce administration and/or configuration highly preferred
Technical capability and the ability to learn new technologies/information quickly
Understanding of waterfall, agile, and/or iterative development methodologies
Strong written and verbal communication skills
Customer service skills
Work well in teams
Bachelor's degree in Management Information Systems or related field preferred
Authorized to work for any U.S. employer
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Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.