PowerPlan is a comprehensive financial software solution designed to help companies manage their financial planning, budgeting, and forecasting processes. It provides tools for regulatory compliance, asset accounting, tax optimization, and financial reporting. By integrating with various enterprise systems, We enable organizations to enhance their financial performance, improve operational efficiency, and make data-driven decisions.
Overview
The IT Analyst, BST is a critical technical role responsible for providing first-tier system support to users in the daily operations of PowerPlan's business systems, with a primary focus on Salesforce and Concur. This role also includes support for other third-party applications and involves managing system features, troubleshooting issues, and ensuring efficient operation of business systems.
Duties and Responsibilities
System Support and Maintenance:
Provide first-tier support for PowerPlan's business systems, responding to user requests via Zendesk.
Manage and maintain Salesforce and Concur systems, including user and system settings, permissions, sharing rules, field-level security, and system integrations.
Provide support for third-party applications integrated with Salesforce, such as Gainsight, Cvent, Intacct, Certinia, and Qualtrics NPS survey.
System Development and Deployment:
Oversee the design, review, development, deployment, and implementation of new system features and functionalities.
Collaborate with internal stakeholders to gather requirements, develop specifications, and deliver solutions that enhance business processes.
System Analysis and Improvement:
Continuously review and analyze the effectiveness and efficiency of existing systems, identifying areas for improvement and implementing enhancements.
Conduct regular system audits and assessments to ensure optimal performance and compliance with organizational standards.
User Support and Training:
Provide timely acknowledgment, updates, and resolution of reported issues from internal customers, including Sales, Customer Support, Operations, Client Services, Product, and Marketing teams.
Offer training and support to users on dashboards, reports, forms, templates, page layouts, workflows, approvals, automations, custom objects, object relationships, and fields.
Engage team resources as needed to assist in determining appropriate resolutions for reported issues.
Communication and Documentation:
Provide clear and concise updates to requesting users via Zendesk, ensuring transparency and effective communication.
Document system configurations, processes, and procedures to maintain a comprehensive knowledge base for the team and end-users.
Skills
5+ years of increasingly responsible duties and functions in a Salesforce administrative or help-desk environment.
3+ years of experience in Salesforce 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, and Jira.
Technical Skills:
High-level proficiency in using the MS Office Suite.
Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
Interpersonal Skills:
Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.
Strong interpersonal and organizational skills, with the ability to manage multiple tasks and priorities effectively.
Demonstrated strong customer service skills and a personal focus on meeting the needs of internal customers.
Preferred Qualifications:
Salesforce Administrator certification.
Experience with other business systems and applications used in a corporate environment.
Familiarity with Agile development methodologies and practices.
PowerPlan is an EOE
Applicant Privacy Notice
Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.