Salesforce User Support Consultant

hace 2 meses

San Francisco, Heredia, Costa Rica Moody's A tiempo completo

At Moody's, we foster a culture of development and growth, welcoming candidates who are eager to learn and evolve. If you find this opportunity intriguing but feel you may not meet every requirement, we encourage you to apply, as you might be the ideal candidate for this role or other available positions.

Moody's operates as a global integrated risk assessment firm, dedicated to empowering organizations to make informed decisions.

We are committed to taking action by hiring diverse talent and ensuring equitable opportunities for underrepresented groups in their careers. Our focus is on educating, empowering, and uplifting our employees, creating an environment where everyone can be their authentic selves, achieve their full potential, and thrive at every level. For more information about our diversity, equity, and inclusion initiatives, employee development programs, and to view our annual DE&I Report, please visit our website.

Key Responsibilities:

  • As a Salesforce Support Analyst, you will be responsible for assisting our CRM application users by addressing their inquiries.
  • This role entails delivering seamless application support to internal Moody's employees, ensuring a comprehensive understanding of the applications in use, providing consistent and detailed communication, and escalating issues to L2/L3 teams, Business Analysts, and vendors when necessary.

Functional Duties:

  • Manage support tickets submitted by internal Moody's employees seeking assistance with the Salesforce ecosystem.
  • Offer support to end users by possessing in-depth knowledge of the application and its integrations with downstream systems.
  • Responsible for triaging and escalating any production issues that may lead to outages, following established procedures.
  • Provide clear and regular updates to users throughout the support life-cycle.
  • Facilitate discussions with stakeholders, L2/L3 Support, Business Analysts, or vendors as needed.
  • Create Knowledge articles for team reference when necessary.
  • Participate in Monitoring & Evaluation, project transitions, and User Acceptance Testing to enhance personal knowledge and build the expertise required to support the application.
  • Accurately document all requests and issues within tickets using various ticketing platforms such as Salesforce, Service Now, Jira, Service Desk, IDAM, etc.

Qualifications:

SALESFORCE EXPERIENCE IS A MUST

The minimum education and experience required for this position include:

  • A minimum of 2 years of relevant experience.
  • A Bachelor's degree in Computer Science, IT, or Engineering.
  • Solid knowledge and experience with the Salesforce platform, particularly with Sales Cloud.
  • Experience in managing complex Salesforce systems, third-party integrations, data loader, Excel connector, Workbench/SF Inspector, and writing/understanding SOQL queries on the Salesforce database is preferred.
  • Experience with Apttus/Conga CPQ or other CPQ solutions is desirable.
  • Familiarity with Salesforce-related applications such as FinancialForce, Marketing Cloud, Communities, or other third-party managed applications is a plus.

WORKING ARRANGEMENT: HYBRID - 1 DAY IN OFFICE

Key Competencies:

  • A high degree of professionalism with ownership traits when addressing and resolving issues.
  • Proven ability to work collaboratively in a team to resolve issues efficiently, especially during high case volumes or multiple high-priority scenarios.
  • Strong logical thinking skills and attention to detail.
  • Flexibility in availability to provide support in shifts aligned with business needs.

Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity, or any other characteristic protected by law.

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