What are the responsibilities and job description for the Business Systems Analyst position at PowerPlan, Inc.?
This role is a hands‑on, technical opportunity to become a critical enabler of day‑to‑day operations across Sales, Customer Support, Operations, Client Services, Product, and Marketing. You will serve as the front line of support for Salesforce and integrated business systems, ensuring issues are resolved quickly, accurately, and with a strong customer‑service mindset. The role offers exposure to system improvement initiatives, audits, and cross‑functional collaboration while building deep expertise in Salesforce and enterprise applications.
Our team provides Enterprise business systems that support critical operational, financial, and customer‑facing processes. We work closely across departments to ensure our platforms scale with the business, remain compliant, and deliver reliable experiences to internal users. We value continuous improvement, accountability, and strong partnerships between technology and the business.
KEY PERFORMANCE OBJECTIVES (First 12 Months)
OBJECTIVE 1 Deliver High‑Quality, Responsive First‑Tier Salesforce & System Support (First 6 Months)
Outcome
Within the first 90 days, consistently resolve or correctly triage 90-95% of incoming Zendesk tickets related to Salesforce and integrated systems within defined SLA targets. By six months, demonstrate sustained high‑quality resolution with minimal rework and positive internal customer feedback.
Impact
Ensures uninterrupted daily operations and builds trust in the Business Systems function through reliable, customer‑focused support.
How
Provide first‑tier troubleshooting for Salesforce (Sales and Service Cloud), Concur, and integrated applications; document resolutions clearly in Zendesk; communicate timely updates; and escalate appropriately when deeper analysis is required.
OBJECTIVE 2 Support Continuous Improvement, Governance & Compliance of Salesforce & Integrated Systems (First 12 Months)
Outcome
Over the first 12 months, contribute consistently to system improvement initiatives while supporting audits and governance standards with accuracy and reliability.
Impact
Keeps business systems scalable, compliant, and aligned with evolving business needs without introducing operational risk.
How
Assist with integrations, updates, and upgrades; participate in system audits and assessments; follow configuration standards; and maintain accurate documentation.
OBJECTIVE 3 Enable Users Through Clear Communication, Accurate Diagnosis & Effective Escalation (First 12 Months)
Outcome
Within one year, users clearly understand issue causes, resolution steps, and next actions, with fewer follow‑ups and faster end‑to‑end resolution times.
Impact
Improves user confidence and accelerates issue resolution while reducing rework for senior administrators.
How
Communicate clearly in Zendesk, explain issues in non‑technical language, diagnose root causes, document findings thoroughly, and engage the right resources at the right time.
OBJECTIVE 4 Deliver Scalable, Disciplined Salesforce Configuration & Support Execution (First 12 Months)
Outcome
Reliably support Salesforce configuration components while meeting SLAs and managing high ticket volume effectively.
Impact
Ensures efficient operations for business teams and predictable, scalable support for the organization.
How
Troubleshoot configuration issues, prioritize work effectively, maintain detailed documentation, and consistently follow through on commitments.
Applicant Privacy Notice
Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.
Our team provides Enterprise business systems that support critical operational, financial, and customer‑facing processes. We work closely across departments to ensure our platforms scale with the business, remain compliant, and deliver reliable experiences to internal users. We value continuous improvement, accountability, and strong partnerships between technology and the business.
KEY PERFORMANCE OBJECTIVES (First 12 Months)
OBJECTIVE 1 Deliver High‑Quality, Responsive First‑Tier Salesforce & System Support (First 6 Months)
Outcome
Within the first 90 days, consistently resolve or correctly triage 90-95% of incoming Zendesk tickets related to Salesforce and integrated systems within defined SLA targets. By six months, demonstrate sustained high‑quality resolution with minimal rework and positive internal customer feedback.
Impact
Ensures uninterrupted daily operations and builds trust in the Business Systems function through reliable, customer‑focused support.
How
Provide first‑tier troubleshooting for Salesforce (Sales and Service Cloud), Concur, and integrated applications; document resolutions clearly in Zendesk; communicate timely updates; and escalate appropriately when deeper analysis is required.
OBJECTIVE 2 Support Continuous Improvement, Governance & Compliance of Salesforce & Integrated Systems (First 12 Months)
Outcome
Over the first 12 months, contribute consistently to system improvement initiatives while supporting audits and governance standards with accuracy and reliability.
Impact
Keeps business systems scalable, compliant, and aligned with evolving business needs without introducing operational risk.
How
Assist with integrations, updates, and upgrades; participate in system audits and assessments; follow configuration standards; and maintain accurate documentation.
OBJECTIVE 3 Enable Users Through Clear Communication, Accurate Diagnosis & Effective Escalation (First 12 Months)
Outcome
Within one year, users clearly understand issue causes, resolution steps, and next actions, with fewer follow‑ups and faster end‑to‑end resolution times.
Impact
Improves user confidence and accelerates issue resolution while reducing rework for senior administrators.
How
Communicate clearly in Zendesk, explain issues in non‑technical language, diagnose root causes, document findings thoroughly, and engage the right resources at the right time.
OBJECTIVE 4 Deliver Scalable, Disciplined Salesforce Configuration & Support Execution (First 12 Months)
Outcome
Reliably support Salesforce configuration components while meeting SLAs and managing high ticket volume effectively.
Impact
Ensures efficient operations for business teams and predictable, scalable support for the organization.
How
Troubleshoot configuration issues, prioritize work effectively, maintain detailed documentation, and consistently follow through on commitments.
- Proven experience supporting Salesforce (Sales & Service Cloud) in a help‑desk or administrative environment
- Strong troubleshooting and analytical problem‑solving skills
- Experience supporting integrated third‑party applications
- Ability to manage high ticket volumes while meeting SLAs
- Clear, professional communication with non‑technical users
- Strong customer‑service mindset and attention to detail
- 5 years of increasingly responsible duties and functions in a Salesforce help-desk environment as an analyst or system admin.
- 3 years of experience in help desk support, including managing user and system settings.
- 3 years of experience supporting Salesforce-related projects, such as integrations, updates, and upgrades.
- 3 years of experience supporting Salesforce integrated third-party applications like Concur, Certinia, Pardot, and Gainsight.
- Experience with support ticketing systems such as Zendesk, ServiceNow, or Jira.
- Salesforce Certified Platform Administrator (formerly Admin 201 Certification).
Applicant Privacy Notice
Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.