Salesforce Application Support Specialist

Job Description:

Aria Care Partners is the national leader in providing onsite dental, vision, hearing, and podiatry care to over 3500 long-term care and skilled nursing facilities across 25 states. Aria Care Partners believes that our clinicians should be able to focus on providing the best, most comprehensive care for their patients. Our clinicians visit different skilled nursing communities daily, bringing life-affirming care to an underserved population. Our business model, innovation, customer support and teamwork deliver an unparalleled customer experience, resulting in a customer satisfaction rating of over 98%. Executing this strategic philosophy resulted in rapid company growth with revenue increases of 25%-30% annually over the last 4 years, nearly doubling the size of the company. Company values include caring fully for our customers and fellow employees, striving for excellence and continuous improvement, and excelling through the power of teamwork and collaboration. At Aria Care Partners, our mission is to enrich the quality of life for every resident with passion and compassion.

Working at Aria Matters!

The Position

The Salesforce Application Support Specialist is responsible for providing Tier II technical support for the daily operations of Aria’s Salesforce Production platform, including user access, permissions, settings, and workflows.

Tier II technical support responsibilities also include monitoring integrations, automations, and alerts on a daily basis, ensuring that the systems are fully functional for the Salesforce users and business units that depend on data and performance reliability. This role will serve as a subject matter expert on the Salesforce platform and installed packages

ESSENTIAL DUTIES & RESPONSIBILITIES

• Monitor all Salesforce integrations, dashboards, system automations and backups on a daily basis. This includes monitoring to ensure for successful completion of data feeds and automation histories, batch runs, KPI snapshots, status updates, errors, and alerts.
• Research and Resolve Tier II Support Case queue escalation tickets. Thoroughly documenting issues and identifying root causes and trends, with attention to detail.
• Managing Salesforce and Installed Managed Package releases (Conga, DocuSign, Certinia Accounting, Dayback, Geopointe, ePay, Payment Connect, Rollup Helper, Survey Monkey, Blackthorn Messaging, as well as other system upgrades).
• Become a subject matter expert on Aria’s Production and Sandbox environments and integrations. Develop and understand what they do and how they do it and be able to communicate that with the various users and members of the Systems and Infrastructure teams, as appropriate.
• Become a subject matter expert on all of Aria’s Salesforce Process Builders/ Workflows and FLOWs. Be able to communicate complex workflows and technical concepts clearly to diverse audiences.
• Oversee the creation of custom dashboards and reporting tools to monitor and analyze system performance, KPIs, and data flows.
• Oversee and maintain a Salesforce and installed package upgrade calendar to ensure operational stability and scalability of the Salesforce Production org. Providing escalations to the Systems team as appropriate.
• Protect the company by handling sensitive and protected ePHI and HIPAA business information with appropriate safeguards and confidentiality.

Requirements

Preferred:

• BA/BS degree in Computer Science, Engineering, or equivalent technical experience.
• 3+ years progressive experience supporting the Salesforce platform - Sales Cloud, Service Cloud, Flows, Cases, Lightning (Required).
• 3+ years of experience as a Salesforce Administrator, Business Analyst or Consultant in a customer facing role. (Preferred).
• The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.
• Preferred Salesforce Certifications: Administrator, Advanced Salesforce Administrator, Consultant, AgentForce.
• Understanding of technical capabilities of Visual Force, APEX APIs, APEX Triggers, and APEX Web services and FLOWs (development skills not required)
• Experience in Financial Services/Insurance and/or Healthcare/Life Sciences preferred

OTHER QUALIFICATIONS

• Ability to work independently with minimal supervision and work effectively in a collaborative team environment.
• Analytical Ability - strong problem-solving skills, ability to multi-task, and a high degree of emotional intelligence.
• Communication - excellent written and oral communications skills, relationship focus, and strong technical and business acumen; ability to explain and document complex topics to a wide range of audiences with empathy, clarity, and brevity.
• Project management – can manage and communicate multiple projects simultaneously.
• Planning/organizing — Prioritize and plan work activities and use time efficiently
• Quality control/Attention to detail — Demonstrate accuracy and thoroughness; monitor own work to ensure quality and apply feedback to improve performance
• Proficient with Microsoft Office Suite: Word, Excel, PowerPoint
• Ability to lift 15-20 lbs.

PHYSICAL EFFORT & WORKING CONDITIONS

• Work is performed remotely (home office) with minimal exposure to health or safety hazards. Substantial time is spent working on a computer.

Benefits

We offer a comprehensive benefit package for you and your family, including:

• Paid mileage and partial paid drive time
• Portion of each day working from home
• Paid Time Off (PTO) and Paid Holidays for Full-time Employees
• 401k Retirement Plan with Company Match
• Medical insurance
• Dental insurance
• Vision insurance
• Company match for Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Company paid Employee Assistance Program (EAP)
• Life and Disability Insurance
• And more!

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