Salesforce.com, Inc Techforce Analyst - IAM in Indianapolis, Indiana

Job CategoryProducts and Technology

Job Details

We are looking for a Techforce IAM Analyst to support our Identity Access Management efforts globally. In this role, you will provide remote and local IT support by provisioning, troubleshooting, diagnosing, and configuring a variety of instances of the Salesforce platform. You are a seasoned, experienced, fully functioning member of the team. Knowledge of a wide variety of concepts, practices and procedures of systems administration and support, and can resolve a wide range of issues in creative ways. Expected to provide in-depth analysis of business processes and the technologies necessary to support them. Manage and support relationships with key business partners across different segments of IT and HR. Applying known documented solutions and processes taking work items through to completion in a self directed manner. Lead small department projects or be the focal point for the team on a larger cross-function and enterprise wide project.

You will also assist in application support issues, such as access provisioning and various app configuration changes. As an Techforce IAM Analyst, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. This position requires an outgoing person with excellent communications skills who enjoys helping people and working in a team environment. The ideal candidate will have around 2 -3 years of experience in IT, as well as 1 to 3 years of salesforce and active directory administration support in a mid to large size Enterprise.

Responsibilities:

  • Provide excellent customer service and diffuse heightened end-user sensitivity.

  • Ability to communicate technical information to both technical and non-technical personnel.

  • Resolve user access management issues submitted via ticketing system and email.

  • Uses troubleshooting skills and experience to resolve many issues immediately.

  • Escalate unresolved customer issues and recommend documented solutions and/or temporary alternative procedures to users.

  • Track all requests using case management application.

  • Actively participate in ongoing training of peers and onboarding of new team members

  • User and administration of operating systems including Mac OSX/IOS, Windows, and Linux Ubuntu.

  • Basic understanding of a programming language (PL/SQL, JavaScript, Java, Apex, VisualForce, etc).

  • Understanding and adhering to security policies and corporate best practices.

  • Solve complex incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.

  • Partnering with senior members of the team to learn new skills, ask for help, and escalate as needed.

  • Perform all tasks related to the day-to-day operations of several large implementations of Salesforce including managing users, creating and maintaining custom objects and fields, handling bulk data migration, workflows, validation rules, page layouts, and troubleshooting of Apex and integrations

  • Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution

  • Maintain and demonstrate 100% compliance with all written security policies, SOX procedures and change management controls

  • Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.

  • Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.

  • Training team members in formal and informal settings.

  • Customer and technical support processes.

  • ITIL Release Management processes and practices with internal and external partners.

  • Assist with internal process and documentation review

  • Technical documentation and process development

Required Skills:

  • Experience in a desktop support function at a large enterprise

  • Experience with Active directory support in enterprise environments with 20,000+ users

  • Experience working with Windows Server environments

  • Experience as a Domain Administrator Active Directory: Design, Implementation, Maintenance, Troubleshooting

  • Previous Salesforce administration experience with a minimum 300-seat environment handling all aspects of CRM, case management and platform maintenance

  • Excellent project management skills with ability to juggle multiple projects/tasks across various user groups

  • Understanding of business processes and ability to translate business requirements into application functionality

  • Excellent verbal and written technical documentation skills

  • Strong team player with service-oriented attitude and customer focus

  • Strong research and problem solving abilities are required

  • Must be a go-getter and salesforce enthusiast who thrives on working in a fast-paced environment

Desired Skills:

  • One or more industry certifications

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!