Salesforce Support Specialist, Boston, MA Country: United States of America

Job Description:

The Salesforce Support Specialist is responsible for the day-to-day administration of the Santander Investments Salesforce instance (e.g.: maintaining user entitlements, fielding shared mailbox inquiries on Salesforce from Financial Advisors, etc.). The position also involves administering entitlements for other, related applications such as Wealthscape, MoneyGuide Pro, DocuSign, Sales Resource Center, and others. This involves maintaining user entitlements, providing user audits on a monthly cadence, and creating and updating documentation related to these applications. The Salesforce Support Specialist position provides an applicant with the opportunity to further their Salesforce skills through the instruction of other senior developers and self-guided advancement and certification on Salesforce’s Trailhead. The role also has an opportunity to work with and learn basic Microsoft SQL queries and to create reporting and analysis from those queries.

Responsibilities:

• Works closely with the investments business line, along with other partner groups, to analyze and translate simple-to-complex business problems and needs into solutions, ensure requirements are understood and detailed, ensure agreements and alignments are made with business and stakeholder partners, and interact with internal and external technical resources, such as, developers, architects, peer business analysts, and project/program managers to ensure the delivery of key business and technical capabilities
• Develops custom applications, integrations, and automation using Apex, Visualforce, Lightning Web Components (LWC), and SOQL/SOSL (or willingness to learn)
• Creates Microsoft SQL queries and stored procedures (or willingness to learn)
• Partners with stakeholders to craft requirements and ensure alignment with business/technology strategy and planned initiatives.
• Evaluates and addresses multi-functional and cross-system dependencies.
• Responsible for understanding business requirements and partnering to deliver solutions.
• Uses business knowledge and expertise to find opportunities for process improvements; serves as a trusted technology advisor for business users.
• Participates in the change management and launch support processes.
• Maintains a high-level familiarity with other IT system/business application capabilities and scope definition in order to make recommendations re: upstream/downstream integration or functionality intersection points.
• Designs, develops and implements a Salesforce process, using Salesforce components, ensuring they align with client requirements and Salesforce best practices.
• Designs and implements data models, workflows, process builders and Lightning flows to optimize business processes.
• Integrates Salesforce with external systems using APIs, middleware, and ETL tools.
• Troubleshoots and resolves complex technical issues, performance bottlenecks, and data integrity problems.
• Collaborates with cross-functional teams to gather requirements, provide technical guidance, and ensure successful project delivery.

Essential Functions/Responsibility Statements:

• Drives productivity, recommends improvements, remediation and operational excellence using quality methodologies to identify opportunities for improvement.
• Conducts follow-up calls to clients, application groups and external vendors.
• Identifies reoccurring issues and determine the root cause, own the problem until resolution.
• Escalates unresolved issues to appropriate internal teams.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• Bachelor's Degree or equivalent work experience

Work Experience:

• 1+ years of experience with Salesforce support or similar CRM tools such as Microsoft Dynamics 365,

Skills and Abilities:

• Knowledge of end-to-end systems development life cycles (i.e., waterfall, iterative and other modern approaches to software development).
• Solid understanding of network and internet technology concepts, including web server technologies, database technologies and Microsoft environments.
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers.
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (i.e., executive, management, individual contributors).
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources.
• Excellent problem-solving, team and time management skills.
• Resourceful and proactive in gathering information and sharing ideas.

Diversity & EEO Statements:

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

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

Working Conditions:

• Frequent minimal physical effort such as sitting, standing and walking.
• Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown.
• Physically capable of lifting up to 50 pounds, able to bend, kneel, climb ladders.

Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.

$81,000.00 USD$115,000.00 USD Bachelor of Science (BS) English

Primary Location: Boston, MA, Boston

Other Locations: Massachusetts-Boston

Organization: Santander Bank N.A.

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Salary: $81,000 - $115,000/year