Sr. Salesforce Business Systems Analyst- CPQ/Certina (PSA) / Support

About the job:

The Red Hat IT team is looking for a Senior Salesforce Business Systems Analyst to join our team. In this role, you will be a part of the Salesforce Support Team, working to proactively partner with internal customers to resolve issues and demonstrate value to them by triaging, troubleshooting, and resolving technical issues. As a Senior Salesforce Business Systems Analyst, you should be motivated, possess excellent communication skills, and have the technical expertise to work under dynamic circumstances. Your responsibilities will include front-line troubleshooting, explaining features, and providing best practice guidance for Salesforce users globally. It is essential to maintain composure, exhibit professionalism, and ensure the highest levels of client satisfaction.

What you will do?

• Serve as the primary point of contact for supported business systems, and perform functional and second-level technical support as needed

• Responsible for delivering an exceptional customer experience by proactively managing issues throughout the ticket lifecycle, ensuring high customer satisfaction

• Follow established ticket support processes and procedures

• As part of ticket investigation, perform troubleshooting, log questions or suggestions in the ticketing system, and document testing performed, results, issue recreation, and the next planned steps.

• Follow established procedures to identify, prioritize, and escalate priority issues to the appropriate resources

• Proactively identify recurring issues or opportunities for improvement, and propose process enhancements or systematic solutions

• Interpret and refine business requirements and user stories

• Write and update knowledge base documentation ensuring that our Customers and IT Teams have the most up-to-date information

• Participate in the evolution of team best practices, standards, and policies to enhance the quality and efficiency of customer support

• Evaluate new Salesforce releases and applications and remain current with Salesforce administration best practices

What you will bring?

• 5+ years of experience implementing, configuring, and administering SFDC

• 2+ years of experience in Salesforce/CPQ support

• Demonstrated outstanding customer service experience or prior technical support experience

• Salesforce CPQ experience is highly desirable

• Proficiency in Salesforce tools such as Data Loader, Workbench, and other data management tools

• Should have experience in using and interpreting debug logs

• Excellent analytical and problem-solving skills with a keen attention to detail

• Experience working in an Agile team

• Excellent written and verbal communication skills

• Bachelor's degree in information systems or similar, or equivalent business experience

• Background in Experience Cloud (PRM) and Consulting Cloud(Certinia) is a plus

• Participate in shift-based support coverage

• Salesforce Administrator Certification is preferred

About Red Hat

Red Hat is the world’s leading provider of enterpriseopen source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

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