Business Systems Analyst

Key Performance Objectives

• Objective 1: Deliver High-Quality, Responsive First-Tier Salesforce & System Support (First 6 Months)
• Outcome: Resolve or correctly triage 90-95% of incoming Zendesk tickets related to Salesforce and integrated systems within defined SLA targets.
• Impact: Ensures uninterrupted daily operations and builds trust in the Business Systems function through reliable, customer-focused support.
• How: Provide first-tier troubleshooting for Salesforce (Sales and Service Cloud), Concur, and integrated applications; document resolutions clearly in Zendesk; communicate timely updates; and escalate appropriately when deeper analysis is required.
• Objective 2: Support Continuous Improvement, Governance & Compliance of Salesforce & Integrated Systems (First 12 Months)
• Outcome: Contribute consistently to system improvement initiatives while supporting audits and governance standards with accuracy and reliability.
• Impact: Keeps business systems scalable, compliant, and aligned with evolving business needs without introducing operational risk.
• How: Assist with integrations, updates, and upgrades; participate in system audits and assessments; follow configuration standards; and maintain accurate documentation.
• Objective 3: Enable Users Through Clear Communication, Accurate Diagnosis & Effective Escalation (First 12 Months)
• Outcome: Users clearly understand issue causes, resolution steps, and next actions, with fewer follow-ups and faster end-to-end resolution times.
• Impact: Improves user confidence and accelerates issue resolution while reducing rework for senior administrators.
• How: Communicate clearly in Zendesk, explain issues in non-technical language, diagnose root causes, document findings thoroughly, and engage the right resources at the right time.
• Objective 4: Deliver Scalable, Disciplined Salesforce Configuration & Support Execution (First 12 Months)
• Outcome: Reliably support Salesforce configuration components while meeting SLAs and managing high ticket volume effectively.
• Impact: Ensures efficient operations for business teams and predictable, scalable support for the organization.
• How: Troubleshoot configuration issues, prioritize work effectively, maintain detailed documentation, and consistently follow through on commitments.

Requirements

• Proven experience supporting Salesforce (Sales & Service Cloud) in a help-desk or administrative environment
• Strong troubleshooting and analytical problem-solving skills
• Experience supporting integrated third-party applications
• Able to manage high ticket volumes while meeting SLAs
• Clear, professional communication with non-technical users
• Strong customer-service mindset and attention to detail
• 5+ years of increasingly responsible duties and functions in a Salesforce help-desk environment as an analyst or system admin
• 3+ years of experience in help desk support, including managing user and system settings
• 3+ years of experience supporting Salesforce-related projects, such as integrations, updates, and upgrades
• 3+ years of experience supporting Salesforce integrated third-party applications like Concur, Certinia, Pardot, and Gainsight
• Experience with support ticketing systems such as Zendesk, ServiceNow, or Jira
• Salesforce Certified Platform Administrator (formerly Admin 201 Certification)