Digital Program Support Analyst

Collabera; Erie (Erie County); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading IT staffing firm is seeking a Digital Program Support Analyst for a 1-year term. This role entails supporting SalesForce Service Cloud operations and managing customer issue tracking processes. Qualified candidates should have a Bachelor's degree and leadership experience. Strong IT skills and effective communication abilities are essential. The position requires collaboration in designing tool improvements and managing user training, contributing significantly to the customer issue management process.

Qualifications

• Bachelor's degree required.
• Leadership and project management experience preferred.
• Demonstrated ability to solve complex issues.

Responsibilities

• Support SalesForce Service Cloud operations.
• Manage customer issue tracking processes.
• Gather program requirements and manage tool improvements.

Skills

Strong IT aptitude

Strong planning & presentation skills

Strong oral and written communication skills

Leadership skills

Collaboration skills

Education

Bachelor's degree from an accredited four year university or college

Bachelors of Science degree preferred

Tools

SalesForce Service Cloud

SalesForce Advanced Admin & Developer certification

Job description

About Collabera
Collabera is the largest minority-owned Information Technology (IT) staffing firm in the U.S., with more than $525 million in sales revenue and a global presence that represents approximately 10,000 professionals across North America (U.S., Canada), Asia Pacific (India, Philippines, Singapore, Malaysia) and the United Kingdom. We support our clients with a strong recruitment model and a sincere commitment to their success, which is why more than 75% of our clients rank us amongst their top three staffing suppliers.

Not only are we committed to meeting and exceeding our customer’s needs, but we are committed to our employees’ satisfaction as well. We believe our employees are the cornerstone of our success and we make every effort to ensure their satisfaction throughout their tenure with Collabera. As a result of these efforts, we have been recognized by Staffing Industry Analysts (SIA) as the “Best Staffing Firm to Work For” for four consecutive years since 2012. With over forty offices globally and a presence in seven countries, Collabera provides staff augmentation, managed services and direct placement services to Global 2000 Corporations. Collabera is ranked amongst the top 10 IT staffing firms in the U.S., and for the past 24 years we have continued to grow rapidly year after year.

For consultants and employees, Collabera offers an enriching experience that promotes career growth and lifelong learning. Visit www.collabera.com to learn more about our latest job openings.

Awards and Recognitions

• Staffing Industry Analysts: Best Staffing Firm to Work For (2015, 2014, 2013, 2012)
• Staffing Industry Analysts: Largest U.S. Staffing Firms (2015, 2014, 2013)
• Staffing Industry Analysts: Largest Minority Owned IT Staffing Firm in the US.

Job Description

Job Title: Digital Program Support Analyst

Duration: 1 year

Essential Functions/Responsibilities:

The Customer Response Systems Program Support will be an integral part of the customer issue management team. This individual will be responsible for supporting SalesForce Service Cloud operations & customer issue tracking processes.

Key deliverables include ensuring the business processes are supported with the tools as well as leveraging technology to enable simplification of the process. Duties also include gathering program requirements and managing design and configuration of tool improvements. Scope encompasses defining specific process improvements in areas such as communications and dispatching. Individual will also lead managing SalesForce licenses, user training and ongoing support such as help desk.

In this role you will interact within business processes focused on customer issue management, be involved in long-term planning, manage current complex issues within functional area of expertise, and contribute to the overall team strategy.

Qualifications

Qualifications/Requirements:

• Bachelor's degree from an accredited four year university or college
• Additional leadership and project management experience, leading complex cross-functional efforts
• Strong IT aptitude

Desired Characteristics:

• Bachelors of Science degree preferred
• SalesForce Advanced Admin & Developer certified
• Operations and/or service experience a plus
• Ability to lead in a matrix environment
• Demonstrated success in working with cross-functional teams
• Strong planning & presentation and written communication skills
• Demonstrated ability to excel in all customer service areas
• Strong oral and written communication skills
• Strong interpersonal, collaboration and leadership skills
• Working knowledge of logical and physical data modeling
• Understanding of key interfaces between business processes and functions
• Ability to simplify and clarify procedure requirements

Additional Information

To know more about this position, please contact: