Salesforce Application Support Analyst

Brightli • Springfield, MO

2d • Onsite

About The Position

The Salesforce Application Support Analyst joins the Information Technology team to maintain a reliable Salesforce-based application integrated with an Electronic Health Record (EHR) system. The role supports users, resolves application issues, performs routine configuration, tests changes, and coordinates with business and technical partners to improve application performance and help teams use technology effectively in support of quality care and operations.

The position provides day-to-day functional and technical support, investigates incidents and service requests, maintains declarative Salesforce components, and implements minor enhancements. It also involves testing changes in non-production environments, coordinating user acceptance testing and production deployments, troubleshooting issues involving Salesforce, the EHR, and integrations, and escalating work that requires specialized development or architecture expertise. The analyst communicates with users and stakeholders, develops documentation and user resources, reviews support trends, and collaborates with internal teams and external vendors.

Work is performed in an office, clinical, residential, and/or community-based environment depending on role and assignment. The position is classified as sedentary and involves routine use of office, clinical, or electronic systems and equipment. Work hours may include evenings, weekends, holidays, or extended shifts based on program needs. The role is on-site in Springfield, Missouri.

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 collaborating 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.

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.
• 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.

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 configuration, data, 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 application components.
• Implement minor enhancements using standard Salesforce configuration tools and evaluate their potential effects on functionality, workflows, data, and integrations.
• Translate straightforward business requirements into Salesforce configuration changes that support 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 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 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 offering 24/7 counseling services, legal assistance, and financial consultation for the employee and household at no cost.
• Mileage reimbursement for work functions requiring travel.
• Employee discounts for hotels, theme parks and attractions, and college tuition.
• Paid time off package for full-time employees.
• Health, dental, vision, retirement, and life benefits, among others, for full-time employees.
• Initial, ongoing, comprehensive, and supportive training.
• Career mobility and advancement opportunities, including promoting from within.
• A workplace culture described as welcoming, warm, supportive, and focused on employee well-being, health, and happiness.

What This Job Offers

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