Technical Analyst (Salesforce)

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 Managed Services team who will bring these same values and passion to help nonprofit organizations. A TA is a full-time salaried intermediate-level position.

Job Summary:

In this role, you will work closely with Client Success Managers (CSM) and peer Technical Analysts across a portfolio of nonprofit clients and their Salesforce orgs and integrated applications. You will assist in defining, interpreting, and executing near-term requirements; address real time production issues as they arise, and identify possible future enhancements. You will bring your skills at balancing workload, asking the right questions to get to the heart of a request, and ability to deploy 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.

Job Responsibilities:

• Understand clients’ needs, as communicated by the Client Success Manager and client stakeholders 

• Assess technical, functional, and process requirements

• Analyze business process needs and provide recommendations for improvement

• Monitor client ticket queues and work to resolve issues promptly

• Provide concise status updates on tickets

• Configure Salesforce-based tools and technology per requirements

• Conduct testing and track issues and their resolution

• 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

Required Qualifications:

• Salesforce Certified Administrator credential

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

• Experience in the nonprofit or community development sector 

• Experience with creating and troubleshooting Salesforce Flow

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

• 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 technology skills, nonprofit practices, and the nonprofit sector

• Client-facing skills

• 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:

• $80,000 - $95,000

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 with a strong virtual culture of staff located throughout the contiguous United States. We are unable to hire candidates living outside the United States.

• Direct applicants only; no recruiters.