Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

Amwell is looking for a Business Systems Analyst to join our growing Business Systems team, providing support to the Client Success and Customer Support side of the organization. Amwell relies heavily on Salesforce and its integrated applications for visibility into vital business data and to identify key business trends, all of which are necessary to make effective business decisions, both day-to-day and long-term. The Business Systems Analyst will be responsible for interpreting business requirements from key stakeholders, supporting, building, enhancing, and maintaining Amwell’s Salesforce infrastructure, as well as serve as the frontline support for Salesforce.com end users.

Core Responsibilities:

• Deliver business solutions in Salesforce Service Cloud paired with Experience Cloud
• Participate in Salesforce projects from the initial discovery phase through the documentation and training phases, including coordinating and facilitating collaborative discussions with end users and key stakeholders
• Configure Service Cloud to optimize case management
• Create and maintain system documentation and Salesforce policies/procedures
• Perform release evaluations with Business Systems team and help with new functionality rollouts
• Manage new user set up and deactivation, including transferring ownership of accounts/contacts/opportunities for deactivated users
• Identify issues and key themes, coordinate with other IT and business resources to find solutions, report back and document findings for the team
• Assist with QA testing, building reports and dashboards and Salesforce data cleansing
• Ensure system documentation, policies/procedures are well documented and maintained
• Audit data to uncover data integrity issues and/or opportunities for process improvement
• Manage mass data imports, manual and/or automated data entry or clean-up as needed
• Understand all aspects of Amwell’s Salesforce configuration and technical/functional capabilities, including changes and potential system implications related to the Salesforce release upgrades
• Maintain a high-level familiarity with other IT systems/business application capabilities and scope definition in order to make recommendations about potential upstream/downstream integration or functionality intersection points

Qualifications:

• 2 years of Salesforce Administrator experience with two or more of the following: Sales Cloud, Service Cloud, Experience Cloud, Heroku, Salesforce CPQ, Gainsight and/ or Tableau for CRM
• Bachelor’s Degree
• The ideal candidate has excellent communication skills, is organized, a team player and has a desire to continuously learn
• The candidate will be a self-starter and comfortable working multiple deliverables simultaneously
• Salesforce ADM201 certification or similar credential
• Strong problem-solving skills
• Ability to effectively communicate technical information verbally as well as in written formats
• Desire to grow professionally and learn new skills
• Ability to manage work across competing deadlines
• Previous experience working in a SCRUM or Agile environment preferred

Additional information

Your Team:

The Business Systems Analyst will be part of the Business Systems team within the Growth Operations department at Amwell. This team is comprised of a mix of system administrators and developers who design, customize, administer and support a multitude of business applications and system integrations, including Salesforce CRM, Gainsight, and Gong.io.

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. 

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!  Amwell has collaboration spaces in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.

• Unlimited Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance