Salesforce Analyst

University of California - Los Angeles 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 experiences.

In this role you will partner with clinical, operational, and technical teams to deliver scalable, secure Salesforce capabilities and contribute to digital transformation initiatives within a flexible hybrid work model.

Qualifications

• Experience with Salesforce Platform Applications including Health Cloud, Service Cloud, and Sales Cloud.
• Knowledge of HL7, FHIR, and DICOM standards.
• Ability to translate technical concepts for non-technical stakeholders.

Responsibilities

• Support and enhance enterprise Salesforce platforms with clinical, operational, and technical teams.
• Troubleshoot issues and provide production support with SLAs.
• Analyze requirements and design scalable Salesforce solutions using declarative tools.
• Collaborate with stakeholders to improve workflows and user experiences.
• Participate in testing, deployments, and documentation activities.

Skills

Salesforce expertise

Stakeholder engagement

Problem solving

Communication skills

Travel readiness

Tools

Salesforce Health Cloud

Sales Cloud

Service Cloud

Experience Cloud

Data Cloud

AppExchange Solutions

HL7/FHIR interoperability

ServiceNow

Microsoft 365

Job description

Description

Make an Impact on the Future of Healthcare

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.

Salesforce Application Support & Optimization

• 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.

Continuous Improvement

• 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 Sales 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.

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.

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).