Lead Support Services Analyst

4 weeks ago

Georgia, United States Equifax Full time

The Lead Support Services Analyst is responsible for the intake, triage, and oversight of client support requests for our BusinessConnect managed application. In this capacity you will provide guidance and leadership to junior team members, aiding with troubleshooting, issue resolution including updates to code and configurations as needed, and monitoring successful and expedient resolution of client issues. In addition, the Lead Support Services Analyst will provide assistance throughout the lifecycle of a project from pre-sales activity through production deployment, helping to enable the development team’s success and ensuring client satisfaction by creating detailed user stories and their associated acceptance criteria. Eliciting functional and technical requirements through client and development team discussions, creating clear documentation, and helping to manage the prioritization of the project backlog will be key responsibilities in this blended role.

What you’ll do:

  • Key activities include overall ownership of the client support request process including intake, triage, and oversight of client issues through resolution.

  • Coordinate communication between the end users and internal team members to ensure timely resolution of client support requests.

  • Provide prior Salesforce support expertise including Apex/Salesforce development skills and Salesforce administration knowledge to resolve client support issues.

  • Provide prior API development experience, working knowledge of xml, json, or other languages to resolve client support issues.

  • Provide guidance and leadership to junior team members to ensure proper direction and timely resolution of client support issues.

  • Direct oversight of issue management including leading weekly support stand-up calls, ensuring appropriate documentation and issue resolution are maintained in Jira, and producing weekly status reports for customer support related issues.

  • User story development and prioritization throughout the lifecycle of a project from pre-sales activity through production deployment.

  • Translate technical information, work flows, and functional requirements into comprehensive user stories with appropriate acceptance criteria.

  • Work closely with clients and internal team members to elicit requirements, probe for hidden requirements, and remove ambiguities to help ensure a successful project launch.

  • Provide subject matter expertise and consultation to both internal and external clients to ensure requirements are vetted, and supply input on the best possible solution for our client.

  • Provide input on technology cost and time estimates, solution approach, risks, issues, and dependencies.

  • Assist and/or coordinate communications between the customer and the development team.

  • Handle key activities for multiple projects and clients simultaneously.

What experience you need:

  • 2-3 years experience as a Salesforce/Apex developer familiar with troubleshooting and debugging issues, code modifications, and test class development.

  • 1-2 years of Salesforce administrator experience familiar with classic and lightning views, application preferences, page layouts, user rights, custom settings, Apex Data Loader, etc.

  • Strong SQL/SOQL querying experience, with the ability to execute simple and complex queries to provide reports around customer data

  • 2+ years experience in a technical/development support capacity.

  • 1+ years of experience as a Product Owner or Business Analyst, or proven track record of contributing to user story development.

  • Excellent written and oral communication skills

  • Ability to work with external clients and internal development teams to obtain and document clear requirements, probe for additional details, and remove ambiguities.

  • Excellent Jira experience (creating sprint, maintaining backlogs, report configuration/creation preferred).

  • Strong sense of urgency and commitment to customer satisfaction, bringing issues to resolution quickly.

  • Ability to handle multiple projects simultaneously.

  • You've attained a Bachelor's degree, or higher level education (Computer Science or Mathematics preferred)

What could set you apart:

  • Experience working within a Salesforce environment, or Salesforce Admin experience

  • Experience working in an Agile Scrum environment

  • Product Ownership and/or Project management experience

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