Technical Analyst (Salesforce)

Craftsman Technology Group is an employee-owned firm that supports mission-driven organizations. Our work spans community and economic development, community health, arts and historical institutions, and organizations fostering inclusive communities. We believe technology can be an effective vehicle for change.

• Our mission: to help nonprofit organizations grow and thrive.

• Our values: be transparent and honest; be fair and accountable; be independent and objective; and be good to our staff, our communities, and the world.

We are seeking a Technical Analyst (TA) to join our Services team who will bring these same values and passion to help mission-driven organizations. This is a full-time, salaried, intermediate-level position reporting to an Associate Director.

Job Summary:

In this role, you will work closely with Client Success Managers (CSM), Consultants, Technical Consultants, and fellow Technical Analysts across a portfolio of nonprofit and public sector clients and their Salesforce orgs and integrated applications. The core of your day-to-day work is resolving client requests and production issues in real time, but you'll also apply business analysis to the tickets you handle, working with clients and services team peers to get to the right solution rather than just the fastest fix. You will bring your skills at balancing workload, asking the right questions to get to the heart of a request, and deploying expert solutions nimbly. In this position, you will strengthen your existing skills in developing and configuring the tools and technology at the core of our clients' solutions. Salesforce remains central to that work, though you'll increasingly touch a growing set of adjacent platforms across clients' broader technology ecosystems.

Job Responsibilities:

• Understand clients' needs, as communicated by CSMs and client stakeholders

• Assess technical, functional, and process requirements

• Apply business analysis to client tickets, identifying root causes and recommending solutions that address the underlying need

• Analyze broader business process needs and provide recommendations for improvement beyond individual tickets

• Collaborate with Client Success Managers, Consultants, Technical Consultants, and fellow Technical Analysts across the services team to solution complex or cross-functional requests

• Monitor client ticket queues and work to resolve issues promptly

• Provide concise status updates on tickets

• Configure Salesforce-based tools and technology per requirements, with growing exposure to other platforms across clients' technology ecosystems

• Conduct testing and track issues and their resolution