CRM / ERP Support Analyst

Salary Range: $85,000.00 - 95,000.00
Who we are:
Hi, we're SambaSafety and we offer the industry's most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.
We've built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don't take our word for it; we've been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid Top Rating on Glassdoor.
What You'll Do:
Directly own and manage intake and triage of Salesforce CRM requests and incidents

• Perform initial troubleshooting of issues to understand root cause and steps to reproduce and facilitate hand off to the development team
• Manage service level requests directly (permissions changes, user access requests, etc.)
• Work directly with business leaders across the org to validate requirements, confirm expected behavior, and ensure compliance with CRM intake criteria
• Monitor system status, error logs, and patterns in user submitted tickets to identify wider system issues with follow through as needed
• Coordinate with the development team and the technical program manager to capture complete information needed to effectively manage the transfer of items into the development backlog

Serve as primary Quality Assurance tester for Salesforce CRM development work

• Develop and execute thorough test cases for all development work
• Document results and collaborate with the developer to request fixes/changes
• Coordinate with the development team and the technical program manager on timing and level of effort of testing as part of the intake and backlog refinement process

Own process improvement and analytics for Salesforce CRM ticket intake workflow

• Adapt and improve the intake and triage process as necessary to facilitate efficiency and scalability
• Develop and implement effective reporting and analytics on key metrics (ticket volume, incident frequency, time to resolve, etc.)

What You'll Need:

• Creative and analytical thinker with strong problem-solving skills
• Must demonstrate exceptional verbal and written communication skills
• Must demonstrate ability to communicate effectively at all levels of the organization
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from system standards and strategy
• Excellent project management and organizational skills
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upward

Required Experience:

• 3 years' experience working with salesforce in a support or administrative capacity
• Saleforce.com Admin (ADM201) certification
• Experience working with or supporting Salesforce CPQ
• Salesforce Sales Cloud and Service Cloud experience
• Strong understanding of Salesforce.com best practices and functionality
• Strong experience developing and executing test scripts
• Experience developing and improving support processes
• Ability to understand and articulate complex requirements and manage risk

Benefits and Perks:

• Flexible and generous Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness &Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag & SambaSafety Events

Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.
SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.
Come join us to find out for yourself what all the excitement is about!