Salesforce Technical Support Analyst (Hybrid)

at  Moodys

Moody’s is a developmental culture where we value candidates who are willing to grow. So, if you are excited about this opportunity but don’t meet every single requirement, please apply! You may be a perfect fit for this role or other open roles.
Moody’s is a global integrated risk assessment firm that empowers organizations to make better decisions.
At Moody’s, we’re taking action. We’re hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers. We’re educating, empowering and elevating our people, and creating a workplace where each person can be their true selves, reach their full potential and thrive on every level. Learn more about our DE&I initiatives, employee development programs and view our annual DE&I Report at moodys.com/diversity

QUALIFICATIONS:

Minimum education and work experience required for this position include:

• Minimum 2 years of relevant experience.
• Bachelors degree in Computer Science/IT or engineering.
• Solid Salesforce platform knowledge and experience with Sales cloud is required.
• Experience with handling complex Salesforce systems, third party integrations, data loader, excel connector, Workbench/SF Inspector, and writing/understanding SOQL queries on Salesforce database is preferred.
• Experience with Apttus/Conga CPQ or any other CPQ is desirable.
• Knowledge of Salesforce related applications like FinancialForce, Marketing Cloud, Communities or any other third party managed packages.is a nice to have.

• Handle support tickets raised by internal Moody’s employees seeking help on Salesforce ecosystem.
• Provide support for end users by having in-depth knowledge of application and the integrations to downstream systems.
• Responsible for triaging and escalating any production issue affecting outages per procedures.
• Provide clear and regular updates to users through the support life-cycle.
• Facilitate discussion with stakeholders, L2/L3 Support, Business Analysts or vendors, if needed.
• Create Knowledge articles where required for team reference.
• Participates in M&E, Project transition and UATs to enhance individual knowledge and build on the knowledge required to support the application.
• Properly document all requests and issues within tickets utilizing support of multiple ticketing platforms such as Salesforce, Service Now, Jira, Service Desk, IDAM etc.