QUALIFICATIONS

Bachelor’s 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.

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.
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 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 client’s needs evolve. Assists in the delivery of the team’s 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 client’s 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 University’s 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.