Salesforce Application Support Analyst

Brightli • Springfield, MO

1d • Onsite

About The Position

Join Brightli’s Information Technology team as a Salesforce Application Support Analyst. The role supports a reliable Salesforce-based application integrated with an Electronic Health Record system by assisting users, resolving issues, completing routine configuration, testing changes, and coordinating with business and technical partners. It is suited to an analytical, service-focused professional who helps improve application performance and supports effective technology use in quality care and operations.

The position provides day-to-day functional and technical support, Salesforce declarative configuration, issue investigation and escalation, testing, deployment support, documentation, user guidance, and collaboration with EHR, integration, infrastructure, development, vendor, and business teams. Work is on-site in Springfield, Missouri, within the Information Technology department.

Work may take place in an office, clinical, residential, and/or community-based environment depending on role and assignment. The position involves routine use of office, clinical, or electronic systems and equipment, and may include prolonged sitting, standing, walking, and computer work. Work hours may include evenings, weekends, holidays, or extended shifts based on program needs. It is classified as sedentary work and may require exerting up to 10 pounds of force occasionally and/or a negligible amount frequently. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Brightli describes its mission as improving client care, reducing the financial burden on community mental health centers through shared resources, advocating for greater access to mental health and substance use care, and evolving behavioral health to better meet clients’ needs. It promotes belonging and connection, welcomes applicants with varied backgrounds and experiences, is an Equal Employment Opportunity Employer, and is a Smoke and Tobacco Free Workplace.

Requirements

• 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 working 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.
• 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 downstream impacts 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.

Nice To Haves

• Salesforce Certified Administrator certification.
• Experience supporting Salesforce applications in a healthcare environment.
• Experience supporting applications integrated with an Electronic Health Record or another healthcare information system.
• Familiarity with healthcare workflows, terminology, and information systems.
• Experience supporting and troubleshooting integrations, interfaces, APIs, or integration platforms.
• Experience with formal incident, problem, change, and release-management processes.
• Experience using an IT service-management or ticketing system.

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 identify whether issues involve Salesforce configuration, application data, user access, workflows, the EHR, or integrations.
• Resolve issues within the role’s scope and coordinate escalations with EHR, integration, infrastructure, development, vendor, and other technical resources.
• Configure and maintain Salesforce fields, forms, page layouts, picklists, validation rules, user accounts, roles, permissions, and other declarative components.
• Implement minor enhancements using standard Salesforce configuration tools while assessing potential effects on functionality, workflows, data, and integrations.
• Translate straightforward business requirements into Salesforce configuration changes that meet 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 under established change- and release-management processes.
• Build an understanding of 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.
• Identify requests involving custom development, APIs, integration architecture, complex data architecture, or major platform redesigns and engage 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, and develop job aids and other user-facing resources as needed.
• Document application configurations, changes, known issues, resolutions, and troubleshooting procedures.
• Analyze support trends and recommend improvements to application configuration, user education, and business processes.
• Participate in meetings with business stakeholders, application teams, Information Technology partners, and external vendors.

Benefits

• Employee Assistance Program with 24/7 counseling services, legal assistance, and financial consultation for employees and their households at no cost.
• Mileage reimbursement for work functions requiring travel.
• Employee discounts on hotels, theme parks and attractions, and college tuition.
• Paid time off package for full-time employees.
• Health, dental, vision, retirement, life insurance, and other employee benefits for full-time employees.
• Initial, ongoing, comprehensive, and supportive training.
• Career mobility and advancement opportunities, including promotion from within.
• Workplace culture described as supportive of employee well-being, humanity, health, and happiness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree