What are the responsibilities and job description for the Salesforce Technical Support Analyst position at Royal Bank of Canada?
Job Description
This position is for a Salesforce Technical Support Analyst for US Wealth Management technology. Ensures smooth day to day operations of Salesforce by providing production support, handling case management efficiently and manage Salesforce administration activities. This is an excellent opportunity for someone who has a few years of Salesforce experience and sees themselves building their career in Salesforce within a financial services organization.
What will you do?
Troubleshoot and resolve application errors, data discrepancies, integration failures and user-reported issues.
Perform root-cause analysis of recurring problems and propose preventive solutions.
Coordinate with Salesforce developers, admins and other IT teams to escalate and resolve complex issues.
Document case resolutions, knowledge articles and operating procedures.
Ensure timely resolution of service requests in compliance with defined SLAs.
Conduct post-release support to ensure new development function as expected.
Serve as second line of support for end-user issues, logging and resolving cases promptly.
Salesforce user management and security administration activities.
Create and maintain Salesforce Flows to automate business processes (screen flows, record-triggered flows and scheduled flows).
Configure and maintain case assignment rules and auto response rules in Service Cloud.
Perform data management tasks (data imports, exports and deduplication)
Provide regular communication to end users on case progress and resolution timelines.
Ensure adherence to escalation protocols for high priority or critical cases.
Collaborate with business users to gather requirements for enhancements and convert them into configuration changes.
Follow ITIL or internal service management practices for Incident and problem management.
Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.
What you need to succeed
Must have
3 years of experience as a Salesforce administrator in a support or operations role preferably in a financial services organization
Salesforce Administrator Certification
Strong understanding of Salesforce platform features (Sales Cloud and Service Cloud).
Proficiency in user management, security, workflows, and reporting.
Excellent problem solving and analytical skills.
Strong communication skills to effectively interact with technical teams and business stakeholders.
Ability to work independently as well as in collaborative team environment.
Exposure to ITIL processes (Incident, change, problem management).
Bachelor’s degree in computer science, Information Systems, or related field
Nice-to-have:
Experience in a matrix environment, such as a large, publicly traded corporation.
Knowledge and experience with Salesforce Financial service cloud and experience cloud.
Strategic thinker with excellent interpersonal skills to work across functions and businesses.
The expected salary range for this particular position is $65,000 - $115,000, depending on your experience, skills, and registration status, market conditions and business needs.
You have the potential to earn more through RBC’s discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
A comprehensive Total Rewards Program including bonuses and competitive compensation
Ability to make a difference and have a lasting impact via contributions to high visibility initiatives involving challenging work
Opportunity to build cross-asset cross functional relationships across the bank
Work in a dynamic, collaborative and high-performing team
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Job Skills
Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Salesforce Administration, Salesforce Configuration, Salesforce Customization, Salesforce Integration, Salesforce Reports, Salesforce Sales Cloud, Technical TroubleshootingAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.
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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.
Salary : $65,000 - $115,000
