Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.
The Salesforce Analyst will be an integral part of our award-winning team, focused on providing global end-user support and driving continuous improvement for our Salesforce platform. This role involves managing internal user tickets, performing system administration, and leveraging the platform’s analytical tools to create reports and dashboards.
Key Responsibilities:
End-User Support and Issue Resolution
- Provide timely, global end-user support, documenting, troubleshooting, and resolving requests, incidents, and problems via email and ticketing systems.
- Critically analyze, triage, and resolve complex issues.
- Utilize and build decision trees to evaluate and appropriately escalate issues to internal technology teams.
- Collaborate with Appian’s technology team to resolve application issues and provide guidance on system utilization.
System Administration and Configuration
- Perform essential system configuration, maintenance of user roles and profiles.
- Design, build, and maintain reports and dashboards in Salesforce to meet business needs.
Documentation and Platform Improvement
- Create and maintain thorough documentation of processes, policies, and application configurations.
- Update the knowledge base to ensure procedures and known fixes are current and easily accessible.
- Stay current with Salesforce platform releases, new features, and best practices, making recommendations to management regarding implementation.
- Document new requirements when needed.
Stakeholder Collaboration
- Work with cross-functional stakeholders to clarify system requirements and answer questions about system improvements.
- Comfortably collaborate with both technical and non-technical stakeholders.
Required Qualifications
- Bachelor’s degree in Engineering, Information Systems, Business, or a related field (or equivalent experience).
- 2+ years of hands-on experience administering Salesforce.
- Proactive, with a continuous improvement mindset and a commitment to data accuracy and attention to detail.
- Demonstrated creativity balanced with practicality to meet business objectives and team needs.
- Excellent communication and documentation skills.
- Ability to quickly master new technology.
- Ability to work in a hybrid environment part of the day in office and part of the work to be completed from home
- Technology/Work Environment: Must have a reliable, high-speed internet connection and a dedicated, quiet workspace.
- Time Zone Alignment: Ability to align work hours with US EST, i.e. IST 4 PM - 1 AM IST, with an hour-break.
Tools and Resources
- Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.
- Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
- Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.
Benefits
Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Program (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family-forming benefits and more. Benefits vary by country—please ask your Talent Acquisition contact for details specific to the location you are applying to.
About Appian
Appian provides AI automation for mission-critical work. We automate complex processes in large enterprises and governments. Our platform is known for its unique reliability and scale. We’ve been automating processes for more than 25 years and understand enterprise operations like no one else. For more information, visit appian.com. [Nasdaq: APPN]
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Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.
Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at ReasonableAccommodations@appian.com. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
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