Application Support Analyst (Salesforce)

ABOUT CIM GROUP:

CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we are a diverse team of 1,000+ employees with projects across the Americas. Our projects have delivered jobs; created comfortable places to live, work, and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we strive to make an even greater impact in the years to come. Join us and make an impact today!

POSITION PURPOSE:

The Application Support Analyst (Salesforce) is primarily responsible for fielding all incoming Tier 1&2 Salesforce support requests for CIM. Support service will include understanding each teams’ business processes, investigating/troubleshooting reported issues, and providing administrator solutions. This role will assist other Salesforce Product and partner teams in refining processes, automating routine tasks and creating uniformity within the application. In addition to Salesforce, this role will provide some support (user creation and simple tasks) for other supported business applications such as Yardi, Docusign, Tenrox, Chatham & Workiva. 

RESPONSIBILITIES:

• Provide timely resolution and end-to-end communications for all Tier 1/2 Salesforce support requests.
• Examples of support include, but are not limited to: setting up new user access, modifying user permissions, creating/configuring reports, assisting with mass creation/updating of records, updating approval and/or process builder setup as well as investigating error messages to determine the root cause.
• Assess and triage Salesforce support requests effectively. Includes adequate testing performed & prompt escalation to senior team members, as necessary.
• Work to debug technical issues by delivering timely fixes while also proposing and/or working on scalable long-term solutions.
• Perform routine bulk upload processes for fund closing commitment creation.
• Identify opportunities for automation improvement and partner with the Senior BSA Salesforce team to implement. Identify areas of redundancy or erroneous data and work with Senior BSA Salesforce team to address and resolve.
• Perform detailed intake to gather critical information from business stakeholders and/or partner teams and recommend Salesforce system or process solutions.
• Provide user management support for additional business applications, as needed (Yardi, Tenrox, Certify, DocuSign, etc.). Support Application Support team with non-Salesforce application support needs, including simple tasks & user creation requests.
• Monitor deliverables and ensure timely completion of support ticket/projects.
• Develop and maintain department documentation related to Salesforce FAQs & routine procures & automation related to the Salesforce environments. 

EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)

• Bachelor’s Degree in Business, Computer Science, Information Systems, or related discipline.
• 3+ years’ experience Salesforce Administrator experience (Salesforce power user and/or Salesforce administrator), preferably with at least 30-100+ users.
• Strong preference for candidates who are Salesforce certified as an Administrator and/or Platform App Builder.
• 1+ years’ experience in business systems application assignment, preferably in a real estate, investments or banking environment.
• Excellent documentation and professional communication skills.
• Experience with handling support tickets and delivering resolutions in a timely manner. Familiarity with Service Now (S-NOW) ticketing system a plus.
• A self-starter with attention to detail who endeavors to be a full Salesforce admin down the line by increasing their hands-on experience & furthering their Salesforce support education is preferred.

TECHNICAL SKILLS REQUIREMENT:

• Demonstrated knowledge of Salesforce's core/custom objects, profiles, permission sets, record types, page layouts, validation rules, approval processes, formula fields, automation, AppExchange, reports and dashboards, etc.
• Hands-on development experience using Process Builders, Flows, and SOQL.
• Ability to migrate processes form Salesforce Classic to Lightning.
• Experience with Admin tools such as DataLoader and Workbench a plus.
• MS Excel power user skill set a plus related to routine ETL creation data uploads to create various tasks & triggers.
• Automation experience within the Salesforce environment for tasks, workflows & Flows. 

WHAT CIM OFFERS:

At CIM, we believe our success stems from our collective efforts, and we are committed to providing well-rounded support and resources for our employees. In addition to a competitive compensation plan, CIM offers a comprehensive benefits program for employees to thrive both inside and outside of work. Eligible employees can enjoy a wide range of benefits, including:

• A variety of Medical, dental, and vision benefit plans

• Health Savings Account with a generous employer contribution

• Company paid life and disability insurance

• 401(k) savings plan, with company match

• Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave

• Up to 16 hours of volunteer time off

• Up to 16 weeks of Paid Parental Leave

• Ongoing professional development programs

• Wellness program, including monthly and quarterly prizes

• And more!

Actual base salary considers several factors, including but not limited to geography, job-related knowledge, experience, and budget. The start of the salary range is typically associated with the minimum experience required. The role is considered non-exempt so will be eligible for overtime pay in accordance with federal and state law. At CIM, this role has the potential to receive a discretionary bonus in addition to base salary. The anticipated base pay range for the position in Los Angeles is $31.30 - $40.90 per hour.

HOW WE FEEL ABOUT DIVERSITY AND INCLUSION:

At CIM Group, we believe that the unique perspectives and backgrounds of our employees enhance everything we do. We are committed to fostering an inclusive environment where diversity is not only respected but celebrated. We strive to ensure that our workplace is free from discrimination and harassment, allowing everyone to contribute meaningfully and feel a sense of belonging. As an equal opportunity employer, we strictly prohibit any form of unlawful discrimination and adhere to the laws enforced by the EEOC. Our goal is to provide a safe and supportive environment where all employees can grow and make impactful contributions together.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on CIM Group. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

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