PowerPlan is a comprehensive financial software solution designed to help companies manage their financial planning, budgeting, and forecasting processes. It provides tools for regulatory compliance, asset accounting, tax optimization, and financial reporting. By integrating with various enterprise systems, We enable organizations to enhance their financial performance, improve operational efficiency, and make data-driven decisions.

Overview

The IT Analyst, Business Systems Team is a technical role responsible for providing first-tier system troubleshooting and support to users in the daily operations of PowerPlan’s business systems, with a primary focus on Salesforce and Concur. This role also includes troubleshooting issues and providing support for other third-party integrated and non-integrated applications.

System Support and Maintenance:

• Provide first-tier support for PowerPlan’s business systems, responding to user requests via Zendesk.
• Provide support for Salesforce (Sales and Service Cloud) user issues as reported via Zendesk.
• Provide support for third-party applications integrated with Salesforce, such as Concur, Intacct, and Certinia.

System Analysis and Improvement:

• Assist in projects and initiatives with the review and analysis of the effectiveness and efficiency of existing systems
• Participate in system audits and assessments to ensure optimal performance and compliance with organizational standards.

User Support

• Support users on dashboards, reports, forms, templates, page layouts, workflows, approvals, automations, custom objects, object relationships, and fields.
• Engage internal BS team resources as needed to assist in determining appropriate resolutions for reported issues.

Communication and Documentation:

• Provide timely acknowledgment, updates, and resolution of reported issues from internal customers, including Sales, Customer Support, Operations, Client Services, Product, and Marketing teams.

• Provide clear and concise updates to requesting users via Zendesk, ensuring transparency and effective communication.

• 5+ years of increasingly responsible duties and functions in a Salesforce administrative or help-desk environment.
• 3+ years of experience in Salesforce help desk support, including managing user and system settings.
• 3+ years of experience supporting Salesforce-related projects, such as integrations, updates, and upgrades.
• 3+ years of experience supporting Salesforce integrated third-party applications like Concur, Certinia, Pardot, and Gainsight.
• Experience with support ticketing systems such as Zendesk, ServiceNow, and Jira.

Technical Skills:

Proficient in Salesforce (Sales Cloud, Service Cloud) use, functionality, and support.

Proficient in troubleshooting and resolving system issues.

Knowledge of Salesforce standard automation tools like flows, process builders, emails, etc.

Understanding of Salesforce best practices.

Working knowledge of ad-hoc query tools and data repositories.

High-level proficiency in using the MS Office Suite.

Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.

Interpersonal Skills:

Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.

Strong interpersonal and organizational skills, with the ability to manage multiple tasks and priorities effectively.

Demonstrated strong customer service skills and a personal focus on meeting the needs of internal customers.

Preferred Qualifications:

Salesforce Admin 201 Certification.

Experience with other business systems and applications used in a corporate environment.

PowerPlan is an EOE

Applicant Privacy Notice

Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.