Technical Analyst (Salesforce)

Craftsman Technology Group LLC; Boston (MA); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

Disability insurance

401k with company match

Employee ownership

4 weeks PTO per year

Holidays and floating holidays

Professional development

Work-life balance

Job summary

Craftsman Technology Group, an employee-owned firm serving mission-driven organizations, seeks a Technical Analyst to join the Services team. You will support Salesforce orgs and adjacent platforms, resolve real-time client requests, and apply business analysis to tickets.

You’ll collaborate with CSMs, Consultants, and Analysts to deliver robust, scalable solutions. You will balance workload, ask precise questions, and deploy expert solutions while growing your skills in CTG tools.

Qualifications

• Salesforce Admin credential required.
• Claude Certified Associate – Foundations required within 60 days of hire.
• 3+ years in Salesforce administration, technology, services, or business analysis.
• Experience in the nonprofit or public sector.
• Experience creating/troubleshooting Salesforce Flow.

Responsibilities

• Understand clients' needs as conveyed by CSMs and stakeholders.
• Assess technical, functional, and process requirements.
• Apply business analysis to client tickets and identify root causes.
• Analyze broader processes and suggest improvements beyond tickets.
• Collaborate across the services team to solve complex requests.
• Monitor ticket queues and resolve issues promptly.
• Provide concise status updates on tickets.
• Configure Salesforce tools per requirements; expand to other platforms.
• Conduct testing and track resolution of issues.
• Contribute to projects as capacity allows.
• Lead client trainings for adoption of CTG solutions.
• Create business process docs and contribute to knowledge base.

Skills

Salesforce administration

Client-facing

Meetings leadership

Nonprofit/public sector experience

Requirements gathering

AI tools (Claude)

Tools

Salesforce Flow

FormAssembly

Click & Pledge

Nintex DocGen

Marketing Cloud

Pardot

Claude AI

Job description

Craftsman Technology Group is an employee-owned firm that supports mission-driven organizations. Our work spans community and economic development, community health, arts and historical institutions, and organizations fostering inclusive communities. We believe technology can be an effective vehicle for change.

• Our mission: to help nonprofit organizations grow and thrive.

• Our values: be transparent and honest; be fair and accountable; be independent and objective; and be good to our staff, our communities, and the world.

We are seeking a Technical Analyst (TA) to join our Services team who will bring these same values and passion to help mission-driven organizations. This is a full-time, salaried, intermediate-level position reporting to an Associate Director.

Job Summary:

In this role, you will work closely with Client Success Managers (CSM), Consultants, Technical Consultants, and fellow Technical Analysts across a portfolio of nonprofit and public sector clients and their Salesforce orgs and integrated applications. The core of your day-to-day work is resolving client requests and production issues in real time, but you'll also apply business analysis to the tickets you handle, working with clients and services team peers to get to the right solution rather than just the fastest fix. You will bring your skills at balancing workload, asking the right questions to get to the heart of a request, and deploying expert solutions nimbly. In this position, you will strengthen your existing skills in developing and configuring the tools and technology at the core of our clients' solutions. Salesforce remains central to that work, though you'll increasingly touch a growing set of adjacent platforms across clients' broader technology ecosystems.

Job Responsibilities:

• Understand clients' needs, as communicated by CSMs and client stakeholders

• Assess technical, functional, and process requirements

• Apply business analysis to client tickets, identifying root causes and recommending solutions that address the underlying need

• Analyze broader business process needs and provide recommendations for improvement beyond individual tickets

• Collaborate with Client Success Managers, Consultants, Technical Consultants, and fellow Technical Analysts across the services team to solution complex or cross-functional requests

• Monitor client ticket queues and work to resolve issues promptly

• Provide concise status updates on tickets

• Configure Salesforce-based tools and technology per requirements, with growing exposure to other platforms across clients' technology ecosystems

• Conduct testing and track issues and their resolution

• Contribute to project and build work as capacity, interest, and client needs allow

• Lead client trainings to support adoption of CTG-delivered solutions

• Create business process documentation and contribute to the Craftsman knowledge base

• Communicate clearly and professionally in verbal and written situations

• Responsibilities, expectations, and priorities may evolve over time to reflect the changing needs of the firm and our clients

Required Qualifications:

• Salesforce Certified Administrator credential

• Claude Certified Associate – Foundations certification, held at hire or completed within 60 days

• 3 years' experience in Salesforce Administration, technology, services, and/or business analysis

• Experience in the nonprofit or public sector

• Experience with creating and troubleshooting Salesforce Flow

• Familiarity with 3-5 common 3rd party Salesforce applications for nonprofits, e.g. FormAssembly, Click & Pledge, Nintex DocGen

• Demonstrable ease leading internal and client-facing meetings

• Commitment to continuous learning of technology skills, and nonprofit and public sector practices

• Client-facing skills

• Comfortable incorporating AI tools (such as Claude) into day-to-day business work

• Flexibility to travel on occasion

Preferred Qualifications:

• Experience with administration or super-user of integrated marketing and engagement tools, e.g. Marketing Cloud, Pardot/Account Engagement

• Demonstrable experience in technology project deployment

Salary Hiring Range:

• $80,000 - $90,000

Job Location:

• Boston, MA (hybrid) or virtual (contiguous US)

Benefits:

• Company-supported medical, dental, vision

• Company-provided short- and long-term disability

• 401k & Roth IRA retirement options with a company match (available 90 days after hire date)

• Employee ownership (engaged 6 months or 1,000 hours after hire date)

• 4 weeks accrued paid-time-off (PTO) per year

• 10 paid company holidays and 2 paid floating holidays (individual’s choice) per year

• CTG’s commitment to professional development and advancement

• Work culture aiming toward work/life balance

Important Note:

• Applicants must be eligible to work in the US. H1-B sponsorship is not available.

• Our headquarters is in Boston, MA and we have a strong virtual culture with staff located throughout the contiguous United States.We are unable to hire candidates living outside the United States.