Salesforce Application Support Analyst

Job Description:

Job Title: Salesforce Application Support Analyst

Location: Springfield, Missouri, On-site

Department: Information Technology

Employment Type: Full-time

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Job Summary:

Join our compassionate, collaborative Information Technology team as a Salesforce Application Support Analyst. In this role, you will help maintain a reliable Salesforce-based application integrated with our Electronic Health Record system by supporting users, resolving issues, completing routine configuration, testing changes, and coordinating with business and technical partners. This is an ideal opportunity for an analytical, service-focused professional who enjoys improving application performance and helping teams use technology effectively in support of quality care and operations.

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This position offers…

• Employee Assistance Program – 24/7 counseling services, legal assistance, & financial consultation for you and your household at no cost
• Mileage Reimbursement – Company paid for work functions requiring travel
• Employee Discounts – Hotels, Theme Parks & Attractions, College Tuition
• Workplace Culture - An environment cultivating employee wellbeing, valuing each individual's humanity, and actively promoting a healthy, joyful workforce
• Additional Perks & Benefits - Scroll down to bottom of this post to learn more

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Key Responsibilities:

• Provide responsive, day-to-day functional and technical support for users of the Salesforce-based application.
• Investigate incidents, service requests, and application questions to determine whether issues involve Salesforce configuration, application data, user access, workflows, the EHR, or system integrations.
• Resolve issues within the scope of the role and coordinate with EHR, integration, infrastructure, development, vendor, and other technical resources when escalation is needed.
• Configure and maintain Salesforce fields, forms, page layouts, picklists, validation rules, user accounts, roles, permissions, and other declarative application components.
• Implement minor enhancements using standard Salesforce configuration tools while evaluating potential impacts to existing functionality, workflows, data, and integrations.
• Translate straightforward business requirements into effective Salesforce configuration changes that support operational needs.
• Configure and test changes in appropriate non-production environments before implementation.
• Develop and execute test scenarios for configuration changes, defect corrections, upgrades, and enhancements, including regression and post-implementation testing.
• Coordinate user acceptance testing with business stakeholders and support production deployments in accordance with established change- and release-management processes.
• Build a working understanding of the data and workflows exchanged among Salesforce, the EHR, and other integrated systems.
• Collaborate with EHR application analysts and integration teams to troubleshoot interface and data-exchange issues.
• Recognize requests involving custom development, APIs, integration architecture, complex data architecture, or major platform redesigns and engage the appropriate technical resources or vendors.
• Communicate application issues, planned changes, outages, and resolutions clearly to users and stakeholders.
• Guide users on application functionality and appropriate system use, developing job aids and other user-facing resources as needed.
• Document application configurations, changes, known issues, resolutions, and troubleshooting procedures.
• Analyze support trends and recommend opportunities to improve application configuration, user education, and business processes.
• Participate in meetings with business stakeholders, application teams, Information Technology partners, and external vendors.

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Education, Experience, and/or Credential Qualifications:

• Associate or bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Healthcare Information Technology, or a related field; an equivalent combination of education and relevant experience may be considered.
• Two or more years of experience supporting, administering, or configuring enterprise business applications.
• Experience with Salesforce administration, declarative configuration, or application support.
• Experience troubleshooting application issues and collaborating with end users to identify and resolve problems.
• Experience testing applications and documenting system configurations and changes.
• General understanding of integrated enterprise applications and data exchange between systems.
• Strong analytical, problem-solving, written communication, and verbal communication skills.
• Ability to work independently and collaborate effectively with business users, technical teams, and external partners.

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Additional Qualifications:

• Salesforce Certified Administrator certification is preferred.
• Experience supporting Salesforce applications in a healthcare environment is preferred.
• Experience supporting applications integrated with an Electronic Health Record or another healthcare information system is preferred.
• Familiarity with healthcare workflows, terminology, and information systems is preferred.
• Experience supporting and troubleshooting integrations, interfaces, APIs, or integration platforms is preferred.
• Experience with formal incident, problem, change, and release-management processes is preferred.
• Experience using an IT service-management or ticketing system is preferred.
• Demonstrated knowledge of Salesforce objects, fields, forms, page layouts, picklists, validation rules, permissions, and other declarative configuration capabilities.
• Ability to distinguish among application configuration, data, integration, access, and user-workflow issues.
• Ability to evaluate the downstream impact of application changes and coordinate resolution across multiple technical teams.
• Strong attention to detail when configuring and testing production applications.
• Ability to prioritize multiple support requests and maintenance activities while communicating technical information clearly to non-technical users.
• Ability to develop and maintain clear technical documentation, support procedures, and user-facing materials.
• Ability to recognize and appropriately escalate requests involving Salesforce architecture, custom Apex or Lightning development, API development, integration architecture, complex data architecture, major implementations, or enterprise platform strategy.

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Physical Requirements

Work is performed in an office, clinical, residential, and/or community-based environment depending on role and assignment. The position requires routine use of office, clinical, or electronic systems and equipment and may involve prolonged periods of sitting, standing, walking, and working at a computer. Work hours may include evenings, weekends, holidays, or extended shifts based on program needs. This position is classified as sedentary work and may require exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Position Perks & Benefits:

Paid time off: full-time employees receive an attractive time off package to balance your work and personal life

Employee benefits package: full-time employees receive health, dental, vision, retirement, life, & more

Top-notch training: initial, ongoing, comprehensive, and supportive

Career mobility: advancement opportunities/promoting from within

Welcoming, warm, supportive: a work culture & environment that promotes your well-being, values you as human being, and encourages your health and happiness

Brightli is on a Mission:

A mission to improve client care, reduce the financial burden of community mental health centers by sharing resources, a mission to have a larger voice in advocacy to increase access to mental health and substance user care in our communities, and a mission to evolve the behavioral health industry to better meet the needs of our clients.

As a behavioral and community mental health provider, we prioritize fostering a culture of belonging and connection within our workforce. We encourage applications from individuals with varied backgrounds and experiences, as we believe that a rich tapestry of perspectives strengthens our mission. If you are passionate about empowering local communities and creating an environment where everyone feels valued and supported, we invite you to join our mission-driven organization dedicated to cultivating an authentic workplace.

We are an Equal Employment Opportunity Employer.

Brightli is a Smoke and Tobacco Free Workplace.