Salesforce CRM Associate or Analyst

MCE•Concord, CA

21h•$85,447 - $147,691•Hybrid

About The Position

Under the direction of the Director of Business Solutions, the Salesforce CRM Associate or Analyst ensures MCE’s CRM effectively supports user and agency needs. This role gathers requirements, documents requests, designs and deploys solutions, resolves support tickets, trains users, and manages sandboxes and licenses. The role serves as a business analyst and product management professional, developing strong knowledge of MCE’s CRM. Working across departments and with external consultants, the Associate or Analyst translates program needs into practical system solutions, manages expectations, provides responsive support to staff, and ensures timely administrative updates. The CRM Associate differs from the CRM Analyst in the level of autonomy, education, experience in related fields, and certification requirements. In addition, the CRM Analyst will provide recommendations based on platform and industry knowledge to improve processes and programs. The analyst will also provide greater support in vendor communication on specific needs or resolutions.

Requirements

Salesforce Administrator Certification
Bachelor's degree in engineering, Computer Science, IT, mathematics, or related fields.
A minimum of three (3) years of demonstrated experience in Salesforce Service Cloud and Marketing Cloud.
Experience with Automated Testing solution, and Copado Robotic Test.
Salesforce Service Cloud Consultant Certification
Salesforce Marketing Cloud Consultant Certification
A Bachelor of Science degree in Engineering, Computer Science, IT, mathematics or related field.
A minimum of four (4) years demonstrated experience in Salesforce Service Cloud and Marketing Cloud.
Experience with Automated Testing solution, and Copado Robotic Test is required.
Experience with CICD/DEVOPS processes and tools, and Copado Express.
Interpret and analyze business needs, user requirements, and technical constraints, and identify ways in which software or web design, development, and application of technology and systems can support the agency’s needs.
Demonstrated knowledge and experience in the design and development of software, including basic knowledge of secure software development.
Advanced understanding of common software architectures, data optimization strategies, and IT infrastructure technologies, especially presentation layer technologies.
Microsoft Office Suite, including Word, Outlook, and PowerPoint.
Developing APEX code meeting SFDC standards, merging code between multiple developers, resolving the conflicts in the CICD environment.

Nice To Haves

Salesforce Service Cloud Consultant Certification
Salesforce Marketing Cloud Consultant Certification
Salesforce Platform Developer 1 Certification
Salesforce Platform Developer 1 Certification
Preferred experience working with diverse communities and vulnerable customers.
Preferred, experience working with diverse communities and vulnerable customers.
California Consumer Privacy Act and implications using Salesforce.
Effective project management techniques.
Proficient at analyzing requirements, developing functionality, specifications of documents, and documenting and executing business process-specific test scenarios.
Standards, laws, regulations, mandates, and internal processes applicable to Community Choice Aggregation (CCA), the California electric utility market, regulatory agencies, and public agencies.

Responsibilities

Implementing project plans aligned with department goals maintaining an understanding of how various team members use Salesforce serving as a resource for the TA team and as the first line of issue spotting/testing for new Salesforce developments.
Plan the releases, based on various factors such a business priority, complexity, dependency, and feasibility and communicate the release plan with stakeholders
Support, coordinate, and facilitate, as needed, triage and investigation meetings.
Assist in functional and technical discussions and communicate effectively with a variety of audiences, moving between providing functional/technical design data.
Elaborate the requirements to identify and document the user's stories, track them for development and deployment.
Define and document solutions, secure sign off from stakeholders, and work with internal and external development teams spread across time zones to ensure the agreed solution is delivered on time.
Develop Test strategies, document the test scenarios, validate the delivered solutions, and coordinate the change management with all relevant stakeholders to ensure smooth production rollout.
Provide functional support to end-users and facilitate testing of new Salesforce functionality rollouts.
Configure Salesforce changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards, and reports.
Manage data flows, Import, and export data using native Data Import Tool, Data Loader (online and offline), and other data management tools.
Ensure the integrity of MCE’s Marketing Solution with proper integrations to CRM application.
Educate end-users on Salesforce functions developing and implementing training plans and learning materials as well as providing virtual or in person training opportunities for staff at either of MCE’s offices located in San Rafael and Concord, CA.
Work closely with stakeholders throughout the project lifecycle, ensuring alignment with business objectives, and optimizing existing infrastructure.
Ensure data privacy, security, and compliance with industry standards.