Salesforce Application Support Analyst

Job Description: Job Title: Salesforce Application Support Analyst Location: Springfield, Missouri, On-site Department: Information Technology Employment Type: Full-time . Job Summary: Join our compassionate, collaborative Information Technology team as a Salesforce Application Support Analyst. In this role, you will help maintain a reliable Salesforce-based application integrated with our Electronic Health Record system by supporting users, resolving issues, completing routine configuration, testing changes, and coordinating with business and technical partners. This is an ideal opportunity for an analytical, service-focused professional who enjoys improving application performance and helping teams use technology effectively in support of quality care and operations. . This position offers… Employee Assistance Program – 24/7 counseling services, legal assistance, & financial consultation for you and your household at no cost Mileage Reimbursement – Company paid for work functions requiring travel Employee Discounts – Hotels, Theme Parks & Attractions, College Tuition Workplace Culture - An environment cultivating employee wellbeing, valuing each individual's humanity, and actively promoting a healthy, joyful workforce Additional Perks & Benefits - Scroll down to bottom of this post to learn more . Key Responsibilities: Provide responsive, day-to-day functional and technical support for users of the Salesforce-based application. Investigate incidents, service requests, and application questions to determine whether issues involve Salesforce configuration, application data, user access, workflows, the EHR, or system integrations. Resolve issues within the scope of the role and coordinate with EHR, integration, infrastructure, development, vendor, and other technical resources when escalation is needed. Configure and maintain Salesforce fields, forms, page layouts, picklists, validation rules, user accounts, roles, permissions, and other declarative application components. Implement minor enhancements using standard Salesforce configuration tools while evaluating potential impacts to existing functionality, workflows, data, and integrations. Translate straightforward business requirements into effective Salesforce configuration changes that support operational needs. Configure and test changes in appropriate non-production environments before implementation. Develop and execute test scenarios for configuration changes, defect corrections, upgrades, and enhancements, including regression and post-implementation testing. Coordinate user acceptance testing with business stakeholders and support production deployments in accordance with established change- and release-management processes. Build a working understanding of the data and workflows exchanged among Salesforce, the EHR, and other integrated systems. Collaborate with EHR application analysts and integration teams to troubleshoot interface and data-exchange issues. Recognize requests involving custom development, APIs, integration architecture, complex data architecture, or major platform redesigns and engage the appropriate technical resources or vendors. Communicate application issues, planned changes, outages, and resolutions clearly to users and stakeholders. Guide users on application functionality and appropriate system use, developing job aids and other user-facing resources as needed. Document application configurations, changes, known issues, resolutions, and troubleshooting procedures. Analyze support trends and recommend opportunities to improve application configuration, user education, and business processes. Participate in meetings with business stakeholders, application teams, Information Technology partners, and external vendors. . Education, Experience, and/or Credential Qualifications: Associate or bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Healthcare Information Technology, or a related field; an equivalent combination of education and relevant experience may be considered. Two or more years of experience supporting, administering, or configuring enterprise business applications. Experience with Salesforce administration, declarative configuration, or application support. Experience troubleshooting application issues and collaborating with end users to identify and resolve problems. Experience testing applications and documenting system configurations and changes. General understanding of integrated enterprise applications and data exchange between systems. Strong analytical, problem-solving, written communication, and verbal communication skills. Ability to work independently and collaborate effectively with business users, technical teams, and external partners. . Additional Qualifications: Salesforce Certified Administrator certification is preferred. Experience supporting Salesforce applications in a healthcare environment is preferred. Experience supporting applications integrated with an Electronic Health Record or another healthcare information system is preferred. Familiarity with healthcare workflows, terminology, and information systems is preferred. Experience supporting and troubleshooting integrations, interfaces, APIs, or integration platforms is preferred. Experience with formal incident, problem, change, and release-management processes is preferred. Experience using an IT service-management or ticketing system is preferred. Demonstrated knowledge of Salesforce objects, fields, forms, page layouts, picklists, validation rules, permissions, and other declarative configuration capabilities. Ability to distinguish among application configuration, data, integration, access, and user-workflow issues. Ability to evaluate the downstream impact of application changes and coordinate resolution across multiple technical teams. Strong attention to detail when configuring and testing production applic