Applications Support Analyst

First American; California, Santa Ana (MO, CA); Remote; USD 82,000 - 111,000; Full time

Job summary

Join a forward-thinking company that values its people and fosters an inclusive culture. As an Applications Support Analyst, you will play a pivotal role in supporting the CRM platform, ensuring smooth operations and enhancing user experience. You will collaborate with cross-functional teams to resolve issues and implement improvements based on user feedback. This dynamic position offers the chance to work with innovative technology while contributing to a supportive environment that champions diversity and inclusion. If you are self-driven and passionate about technology, this is the perfect opportunity for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

PTO/Sick Leave

Employee Stock Purchase Plan

Qualifications

• 3-5 years of experience managing Salesforce data.
• Extensive knowledge of Lightning Layouts and CRM Analytics.
• Strong analytical and problem-solving abilities.

Responsibilities

• Provides product and technical support for Salesforce Applications.
• Manages service requests and incidents for Salesforce Applications.
• Collaborates with Operations Leaders for platform improvements.

Skills

Salesforce Data Management

SOQL/SQL

Lightning Layouts

Service Cloud

Sales Cloud

CRM Analytics

Problem-Solving Skills

Customer Service Orientation

Tools

Salesforce Financial Service Cloud

Snowflake

CRM Analytics Dashboards

Job description

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We have also earned awards as a best place to work for women, diversity, and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

Remote Work Welcome

Join the ranks of visionary technology leaders at First American - where history meets innovation, and tradition fuels transformation.

The Applications Support Analyst, supporting the Direct Division, plays a key role in supporting the CRM platform by servicing end users through their evolving customer needs, assuring smooth operations within the platform. This role focuses on supporting business processes within Salesforce Financial Service Cloud and CRM Analytics. The role works closely with cross-functional teams, including Sales Operations, production support, development, and analytics, to resolve service or product issues.

In addition to technical support, the role will support gathering insights from end users allowing for iterations of features based on user feedback. By staying informed on industry trends and Salesforce platform updates, they guide the evolution of the product to stay ahead of market demands.

What You'll Do

• Provides product and technical support for Salesforce Applications.
• Manages and resolves service requests and incidents for Salesforce Applications within service levels and other operational targets.
• Design, configure, and administer out-of-the-box Salesforce features.
• Assist in the validation of data updates into Salesforce.
• Assist in the validation of scheduled recipes in CRM Analytics.
• Support Sales Ops in creating CRM Analytics dashboards for internal customers.
• Collaborates with the Operations Leaders to identify opportunities for platform improvements.
• Performs other related duties as assigned.
• Required to perform duties outside of normal work hours based on business needs.

What You'll Bring

• 3-5 years of experience managing Salesforce data including knowledge of SOQL or SQL.
• Ability to work in Snowflake.
• Extensive knowledge of Lightning Layouts, Service Cloud, Sales Cloud, and CRM Analytics.
• Experience with Flows, Process Builder, Workflows, and Einstein Orchestrator.
• Lightning Components using the Lightning Design System framework.
• Self-driven with strong problem-solving skills.
• Ability to communicate ideas in both technical and user-friendly language.
• Highly self-motivated and detailed-oriented.
• Proven analytical and creative problem-solving abilities.
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to work in a team-oriented, collaborative environment.
• Preferred Certifications:
• Salesforce Administrators Certification
• Salesforce Advanced Administrators Certification
• Salesforce Business Analyst Certification
• Salesforce Lightning Experience Specialist (Trailhead Super Badge)

Pay Range: $82,925 - $110,525 Annually

This hiring range is an estimate of the base pay at posting time. Pay depends on factors like knowledge, skills, experience, business needs, and location.

#ST2

Note for Los Angeles County applicants: First American will consider all qualified applicants, including those with arrest or conviction records, in accordance with applicable laws.

First American may review criminal history in connection with a conditional offer, especially if related to job duties involving confidential or proprietary information, financial transactions, or customer requirements.

What We Offer

We embrace individuality and support diversity, equity, and inclusion because it is key to our success. We foster an authentic, inclusive workplace for all. You are encouraged to bring your full, unique self to work. First American is an equal opportunity employer. We offer a comprehensive benefits package including medical, dental, vision, 401k, PTO/sick leave, and other benefits like an employee stock purchase plan.