Salesforce Analyst

UCLA Health; Los Angeles (CA); Hybrid; USD 109,000 - 242,000; Full time

Job summary

UCLA Health is seeking an experienced Salesforce CRM Application Analyst to design, optimize, and support Salesforce solutions powering patient, provider, and operational workflows. The role collaborates with clinical, operational, and technical teams to deliver reliable platforms.

Responsibilities include troubleshooting, production support, data cloud configurations, and governance with a hybrid work arrangement requiring on-site presence at least twice weekly.

Qualifications

• Experience with one or more Salesforce platform applications: Health Cloud, Service Cloud, Experience Cloud and Data Cloud.
• Knowledge of HL7, FHIR and/or DICOM standards.
• Broad knowledge of application design, development, testing, training and support.

Responsibilities

• Triage and resolve complex Salesforce issues meeting SLAs.
• Provide production support and maintenance for Salesforce solutions across business domains.
• Analyze issues, identify root causes, implement sustainable fixes.
• Serve as SME for Salesforce applications and workflows.
• Ensure stability, reliability and performance of applications.
• Gather and analyze business requirements to develop scalable Salesforce solutions.
• Configure Salesforce capabilities using declarative tools (flows, reports, dashboards, security, health cloud features).
• Evaluate new Salesforce releases and propose enhancements.
• Participate in testing, deployment, change management and documentation.

Skills

Salesforce domain expertise

Healthcare technology understanding

Stakeholder collaboration

Problem solving

Tools

Salesforce Health Cloud

Salesforce Service Cloud

Salesforce Experience Cloud

Salesforce Data Cloud

Salesforce AppExchange Solutions

HL7 / FHIR interoperability

ServiceNow

Microsoft 365 Apps

Job description

Salary Range: $110977.20 - 246216.96 Annually

Primary Duties and Responsibilities

At UCLA Health, technology drives better patient outcomes. We are seeking an experienced Salesforce CRM Application Analyst to join our growing Information Systems & Services team. In this role, you will serve as a trusted technical expert responsible for designing, optimizing, supporting, and enhancing Salesforce solutions that power critical patient, provider, and operational experiences across UCLA Health.

This is an exciting opportunity for a Salesforce professional who enjoys solving complex business challenges, partnering with stakeholders, and leveraging technology to transform healthcare delivery.

What You'll Do

As a Salesforce CRM Application Analyst, you will support and enhance enterprise Salesforce platforms while collaborating with clinical, operational, and technical teams.

• Troubleshoot and resolve complex application issues while meeting established service level agreements (SLAs).
• Provide production support and maintenance for Salesforce solutions across multiple business domains.
• Analyze system issues, identify root causes, and implement sustainable solutions.
• Serve as a subject matter expert for Salesforce applications and supported workflows.
• Ensure application stability, reliability, and performance.

Solution Design & Implementation

• Gather and analyze business requirements to develop scalable Salesforce solutions.
• Design and configure Salesforce capabilities using declarative tools, including:
  • Flows
  • Reports & Dashboards
  • Security & Access Controls
  • Experience Cloud Components
  • Health Cloud Features
  • Data Cloud Integrations
• Evaluate new Salesforce releases and recommend innovative enhancements.
• Participate in testing, deployment, change management, and documentation activities.

Stakeholder Engagement & Consulting

• Partner with business leaders, clinicians, and operational teams to improve workflows and user experiences.
• Translate complex technical concepts into clear business recommendations.
• Facilitate discussions, presentations, and solution reviews with stakeholders.
• Build strong relationships as a trusted advisor and technology partner.
• Recommend process improvements and system optimizations.
• Contribute to application governance and strategic planning efforts.
• Develop and maintain documentation, training materials, and operational procedures.
• Support organizational initiatives focused on quality, innovation, and digital transformation.

Technologies You'll Work With

• Salesforce Health Cloud
• Salesforce Service Cloud
• Salesforce Experience Cloud
• Salesforce Data Cloud
• Salesforce AppExchange Solutions
• HL7, FHIR, and healthcare interoperability standards
• ServiceNow
• Microsoft 365 Applications

This flexible hybrid role allows for a blend of remote and on-site work, requiring presence on-site at least twice a week or as needed based on operational requirements. Please note, travel to the "home office" location is not reimbursed. Each employee will complete a FlexWork Agreement with their manager to outline expectations and ensure mutual understanding. These arrangements are periodically reviewed and may be adjusted or terminated as necessary.

Salary offers are based on a variety of factors including qualifications, experience, and internal equity. The full salary range for this position is $108,900 - $241,500 annually. The University anticipates offering a salary between the minimum and midpoint of this range.

Job Qualifications

• Experience with one, or more, of the following applications: Salesforce Platform Applications: Health Cloud, Marketing Cloud, Service Cloud, Sales Cloud, Experience Cloud, and/or Data Cloud
• Knowledge of HL7, FHIR and/or DICOM Standards
• Broad and/or in-depth knowledge of multiple areas of focus in application specialty areas. Knowledge of systems and functions, including design, development, implementation, user support and training, maintenance, quality assurance, and system testing and evaluation.
• Ability to research, organize, analyze, and synthesize data to support effective decision-making.
• Must be detail oriented and have a knack for probing for information, in order to fully understand the underlying needs that influence how a system should be configured/ organized.
• Ability to manage multiple and competing tasks.
• Ability to work effectively as a team player and work with people of all backgrounds, at all levels.
• Effective leadership skills and strong customer service orientation.
• Superior organizational skills.
• Strong written and verbal communications skills, with the ability to convey technical information to all levels of application users in a specific, clear, and concise manner.
• Ability to remain calm in difficult and stressful situations. Must be able to recognize problems, evaluate, and refer to the appropriate channels for action.
• Strong interpersonal skills, with the ability to effectively train, support, and work collaboratively with business owners, team members, and management.
• Some travel may be required for the purpose of meeting with clients, stakeholders, or off-site personnel/management.
• Salesforce declarative configuration and set-up, flows, reports and dashboards and other declarative features of Salesforce AppExchange solutions.
• This role will be required to understand UML and other modeling frameworks (Object Models, Flow Charts).

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer. Current/former UC employees are subject to a personnel file review.