Salesforce Technical Support Analyst

Salesforce Technical Support Analyst

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 managing 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 functions 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 communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.

What you need to succeed :

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.

RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.