Senior Systems Analyst

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Job Category

Enterprise Technology & Infrastructure

Job Details

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

The Salesforce Source to Pay team is seeking a dedicated experienced professional with a full understanding of the area of specialization; who resolves a wide range of issues creatively. In partnership with Engineering leadership and Service Managers, Systems Analysts are accountable for the day-to-day functioning of Source to Pay (S2P) applications. We are responsible for leading the key aspects of IT service operations; ensuring that service level agreements (SLAs) are met and standardizing the processes followed in running operations. This role is to support the Service Manager or Engineering Manager in handling the application support vendor and activities including problem management, performance and capacity management, service level coordination, incident management, critical issue management, release management/execution, organizational changes, and DR/ BCP. Systems Analysts will also work with Service & Engineering managers to recommend improvements that reduce support costs & optimize performance.

Responsibilities:

• Reviews and analyzes vendor performance against established service levels

• Facilitates orderly recovery of service due to an incident with MSP

• Assists in the resolution of high-impact incidents if needed by the vendor and communicates incident impact, status, and final resolution

• Promotes timely resolution of chronic problems

• Identifies chronic production incidents and intensifies to Problem Management

• Participates in problem management / RCA

• Works with vendors and IT product managers to prioritize tickets in aggregate

• Designs, builds, implements, and administers monitoring tools and solutions for systems and platform applications

• Builds tools and processes that enable the business to adapt quickly, without incident or downtime

• Has knowledge of routine maintenance tasks for infrastructure/application systems such as backups, patch management, hotfix, and software releases

• Develops and implements standard operating procedures and best operational practices

• Diagnoses and resolves complex application problems

• Ensures proactive and preventive maintenance activities are implemented by MSP to improve the availability of services and maintain continuity

Required Skills/Experience:

• 4+ years of Techno-Functional experience designing and supporting knowledge of Salesforce Platform administration, and Apttus CLM

• Strong knowledge of Accounting and Financial Processes

• Strong knowledge of Support concepts & policies

• Demonstrate ability to build and implement efficient business processes and methodologies;

• Shown ability in relationship management building productive partnerships with customers and IT

• Ability to juggle multiple projects & tasks and successfully prioritize and deliver results in the face of challenging business interests

• Process Improvement/Automation: One Automation implemented to improve the overall support process

• Drive Incident Management process toward resolution

• Demonstrate the ability to mentor others

• Presentation: Demonstrate ability to freely present & speak to a variety of audiences

• Participate in Disaster Recovery exercise

Desired Skills/Experience:

• Experience working as part of a Scrum team practicing Agile development methodologies

• Knowledge of accounting principles and financial cloud applications is a big plus

• Knowledge of Workday, Concur, Coupa, and MuleSoft

• Oracle eBusiness with emphasis on General Ledger, Accounts Payable, Accounts Receivable, Cash Management, Fixed Asset, Purchasing, and System Administrator Modules

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