Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We're Looking For
The Enterprise System Analyst (Salesforce.com) will have technical support, administration and analyst responsibilities for our enterprise applications. This position will address common requests including configuration changes, report/dashboard updates and data analysis. The Enterprise System Analyst will work with internal users and other support teams to assist with troubleshooting and problem resolution.
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Some of What You'll Do
Primary Responsibilities:
- Act as a primary technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers on multiple applications
- Provide administrative support to system users and stakeholders on a daily basis
- Monitor, execute and support system upgrades, patches and installation of new software releases/updates into production
- Perform research and analysis for internal and external stakeholders
- Provide subject matter expertise (SME) on products and associated technology
- Generate external requested reports, files, and documentation to support problem resolution
- Answer incoming support requests and maintain acceptable service levels
- Accurate documentation of the product issue, troubleshooting steps, and all customer interactions
- Troubleshoot technical issues and identify root causes and solve issues, quickly determine more complex issues and escalate as needed
- Educate customers as necessary to allow them to support themselves or resolve their issues
- Guide customers through manual resolutions when necessary
- Manage assigned tickets, providing timely updates and/or resolution to meet the customers’ expectations
- Collaborate with other team members to assist with a timely resolution
- Identify new problems and contribute information necessary to document resolutions
- Create and update troubleshooting procedures. Create and update supplemental work instructions and assist with user documentation
Job Requirements:
- Bachelor's Degree or equivalent experience.
- Minimum 5+ years’ experience in administration and support of enterprise cloud applications.
- Minimum 5+ years’ experience in Salesforce Administration and development.
- Salesforce Advanced Administrator Certification
- Salesforce Platform App Builder Certification
- Proficiency in PowerPoint and Excel required
- Strong knowledge of Flows.
- Strong knowledge of Account Engagement (Pardot)
- Experience with CPQ Applications
- Knowledge of building custom integrations on Salesforce platform
- Strong written and verbal communication skills
- Strong problem solving, priority setting, multi-tasking, analytical, and collaboration skills
- Strong understanding of Salesforce architecture and development best practices
- Excellent communication, both written and verbal is mandatory
- Exposure to configuration and customization
- Ability to develop requirements for applications based on user input and needs
- Ability to work independently and as part of a cross-functional team in a fast paced environment
- Expert at defining the system architecture landscape and identifying gaps between current solution and desired solution
- Experience working with a Global Sales Organization
Desired:
- Knowledge of APEX, Force.com, SOQL, Triggers and Visualforce
- Knowledge of web services development using RestAPI, SOAP services, etc;
- Experience with Salesforce Communications Cloud - VLOCITY CPQ
- Experience with Conga Contracts
- Experience with Clarity PPM
- Experience with Appian
#LI-Hybrid
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Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
Know someone at Syniverse?
Be sure to have them submit you as a referral prior to applying for this position.
What We Do
Syniverse is the world’s most connected company, revolutionizing how businesses connect, engage, and exchange with their customers. For decades, we’ve delivered the innovative software and services that transform mobile experiences and power the planet. Our secure global network reaches almost every person and device on Earth. Our communications platform is industry-recognized as the best of its kind. And each year, we process over $35 billion in transactions, revolutionizing how goods and services are exchanged. Which is why the most recognizable brands — nearly every mobile communications provider, the largest global banks, the world’s biggest tech companies, and thousands more — rely on us to shape their future.
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