Analysis Skills, Background Investigation, Business Analysis, Change Management, Compensation and Benefits, Computer Science, Configuration Management, Continuous Improvement, Customer Acquisition, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, High School Diploma, Identify Issues, Incident Management, Information Technology & Information Systems, Management of Information Systems/Technology (MIS), Operational Support, Philosophy, Project/Program Management, Research Skills, Salesforce.com, Secondary School, Service Delivery, Software Administration, Software Design, Staff Development, Support Documentation, Sustainability, Systems Administration/Management, Technical Leadership, Technical Support, Testing, Web Hosting
Department
This position is within FSUs Department of Information Technology Services (ITS). Information Technology Services is the central IT organization for Florida State University, providing IT support and technology leadership to the community. ITS is dedicated to delivering an effective, comprehensive and secure technology infrastructure. Within ITS, the Digital Experience and Transformation team delivers custom applications, CRM solutions, web hosting, and a range of community platforms for FSU.
Responsibilities
The Salesforce Analyst is responsible for client engagement, delivery efforts including testing and training, and operational support for the suite of CRM platforms administered by the Digital Experience and Transformation Technology Team.
- Provides support and maintenance to assigned applications on the CRM and Engagement Technology platform.
- Provides assistance and end user troubleshooting for bug fixes, enhancements, reporting, and "how-to" assistance, including creating/collecting and maintaining training and support documentation.
- Provides support with existing clients to ensure adoption and allow for continuous improvement of the applications as the clients needs evolve.
- Assists in the delivery of the teams service offerings.
- Contributes to improvements and enhancements of the applications on the CRM and Engagement Technology platform.
- Conducts research and analysis to resolve issues and program configurations involving CRM applications and individual community platforms.
- Collaborate with colleagues from the Digital Experience team, other functional and technical teams at the University, and with clients to help empathize with the clients needs and deliver solutions that meet their processes.
- Proactively engages in continuous improvement efforts for application design, support, and practice development efforts.
- Keeps an eye towards sustainability, maximizing license investment, and minimizing technical debt with applications or enhancements.
- Contributes to the development and maintenance of the applications on the CRM and Engagement Technology platform.
- Participates in testing of the applications and enhancements on the CRM and Digital Experience Technology platform to ensure it meets the Universitys needs.
- Follows and understands new products and technical capabilities resulting from product releases and acquisitions.
- Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management.
- Appropriately utilizes associated tools in accordance with ITS standards.
Qualifications
- Bachelors degree in Computer Science, MIS, or other appropriate degree and one year experience; OR
- A high school diploma or equivalent and five years of experience.
- (Note: or a combination of post high school education and experience equal to five years.)
Preferred Qualifications
- Experience as a business analyst in a Salesforce environment is strongly preferred.
University Information
One of the nations elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, theres the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrows news!
Learn more about our university and campuses.
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
Considerations
- This is an A&P position.
- This position requires successful completion of a criminal history background check.
- This posting is open until filled.
Equal Employment Opportunity
FSU is an Equal Employment Opportunity Employer.