Business Systems Support Specialist II

Atlanta, GA, United States

Business Systems Support Specialist II **Business Systems Support Specialist II**

**West Shore Home** is growing at an explosive rate. To do so, we must operate at an above average pace to meet our mission of becoming **Americas Most Admired Home Remodeling Brand**. We are goal oriented and take extreme ownership of our work. West Shore Home operates at its best when every employee works to achieve their individual potential. To facilitate this, West Shore Home provides the structure and support to challenge you as you grow professionally, provides fair compensation as you progress in your career, and offers tools to achieve personal satisfaction.

**Organizational Position**

As a Business Systems Support Specialist II, you will report directly to the Business Systems Support Manager, and work with end users to resolve issues.

**Key Role Accountabilities**

* Diagnose and resolve issues within Salesforce, Leap CPQ, Five9, and other company platforms.

* Keep track of open tickets in the company Jira Service Desk and communicate updates with team members and internal customers via comments.

* Respond to and complete support requests (tickets) in a timely manner as per SLAs (2 Hours to First Response/40 Hours to Resolution).

* Manage processes that impact/relate to our Salesforce Org.

* Efficiently roll out new features with assistance from Business Systems Support Manager and/or Business Systems Project Manager.

* Create and maintain fields, views, reports, dashboards, campaigns and other Salesforce objects and functions.

* Handle on-going customization/alteration of Salesforce Org and related systems in order to resolve support requests.

* Investigate workflows, processes, flows and configurations within the Salesforce.com environment in order to troubleshoot potential issues.

* Support/collaborate with Business Systems Project Team as needed.

* Work with Business Systems Project Team to migrate system data from external CRMs into our Salesforce Org.

* Work with the guidance of the support manager to resolve issues and escalate when appropriate.

**What Success Looks Like**

As a successful Business Systems Support Specialist II, you will work independently to provide excellent support to the total business enterprise by serving as an internal subject matter expert for various Information/Technology systems. You will own the timely and responsive resolution of tickets with minimal escalation. You will be trusted to be responsible for changes to the systems while maintaining the security, scalability, and stability of the systems, and adhering to the company IT policies for change and access control. You will demonstrate knowledge of Salesforce functionality and business processes.

**Work Environment & Physical Requirements**

* Exempt role with standard hours from 8:00a.m. to 5:00p.m.

* May require travel up to 5% of the time.

* Must be able to sit and use office equipment (computer, mouse, phone, etc.) for extended periods of time.

* This position is eligible for remote work or can be in-person at the corporate office or a regional office.

**Minimum Role Requirements**

Individuals considered for this role must demonstrate strength in the following core competencies:

* 1+ years of experience working with end users in technical troubleshooting and customer service working independently with infrequent escalation to team and manager.

* 1+ years of demonstrated knowledge of the standard capabilities of Salesforce.

* 1+ years of troubleshooting and building custom applications, objects, and automation in Salesforce.

* 1+ years of experience working in a technical or home remodeling business.

* Education or experience in systems, databases, and administration tools.

* Salesforce Admin certification strongly preferred.

* Strong communication skills including the ability to communicate effectively with internal/external developers on a technical level, as well as the ability to communicate effectively with front line employees with no technical background.

* Strong organizational skills.

* Ability to quickly switch between tasks efficiently.

* Ability to work both independently and with a team.

* Intermediate to advanced understanding of Excel or other spreadsheet programs.

* Ability to prioritize tasks based on level of urgency.

*It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.*

#J-18808-Ljbffr