Berklee Online is the online extension school of Berklee, the preeminent institute of contemporary music and the performing arts. Berklee Online is the leader in online education for the next generation of producers, performers, and entrepreneurs in the evolving music industry. As such, jobs at Berklee Online may be more fast-paced and agile than normal higher education positions, but operate under the umbrella of an established, world-renowned music and performing arts institution.
Under the supervision of the Chief Technology Officer for Berklee Online, and in collaboration with the Berklee Salesforce team, the Salesforce Support Analyst will be responsible for the day-to-day operations and support of Salesforce.com within Berklee Online. This is a highly collaborative role, serving as the point of contact for maintenance, troubleshooting, ticket work, and reporting for all Berklee Online employees and functions. This role will learn Berklee Online workflows and processes, serving as the Berklee Online subject matter expert on the Berklee Salesforce team. They will also collaborate with this Salesforce team to build solutions in SFDC supporting new business requirements and process improvements. Through help tickets and through business analysis of requests, the Salesforce Analyst will develop and maintain a complete and accurate understanding of how the Berklee Online business unit is impacted by the Salesforce application, and how they use it to conduct their business.
This is a hands-on, analytical role in a fast-paced environment, requiring effective performance both as an individual and as part of a team. The Salesforce Support Analyst will be the first point of contact for Berklee Online tickets on Salesforce and associated applications (such as Marketo and FormAssembly), and they will communicate with other teams on Salesforce-related issues.
Analyze Berklee Online business requests and understand business processes
Create detailed business requirements, analysing all customer requests to ensure we are getting to the heart of the problem
Perform routine maintenance and help tasks such as ticket work and record deduplication
Work with other Salesforce analysts to determine possible solutions and communicate business and system impacts
Coordinate change control with other members of the Berklee Salesforce team
Assist with Berklee-wide system upgrade, development, and design projects
Participate in the evolution of team best practices, standards, and policies
Knowledge and Skills Required
Experience with Business Analysis
Experience configuring and maintaining Salesforce.com to support business processes
Strong customer focus and service mindset
Team player with the willingness and desire to learn and grow within the organization
Able to design for processes that are repeatable, resulting in solutions that are scalable
Can meet or exceed established deadlines in a high-change, fast-paced environment
Able to pivot and reprioritize work tasks based on issue severity and business need
Must be a self-starter, proactive, and complete assignments with minimal direction
Applicants who are both interested and qualified should submit the following materials: * Cover letter that addresses the applicant's capabilities and experiences. * A resume or CV.
Currently enrolled Berklee students may not apply for staff or faculty positions.
The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
Incomplete applications will not be considered. The position will remain open for applications until filled.
Berklee is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
Employee Type: Staff
Internal Number: R0001628
About Berklee College of Music
The mission of Berklee College of Music is to educate, train, and develop students to excel in music as a career. Developing the musicianship of all our students is the foundation of our curriculum. We believe that the lessons and qualities derived from that work?the self-discipline needed for excellence, the empathy required of music making and the openness and inquisitiveness essential to creativity?are critical to achievement in any pursuit, musical or otherwise; and that music is a powerful catalyst for personal growth, which is central to any collegiate experience. Founded on jazz and popular music rooted in the African cultural diaspora, our comprehensive curriculum is distinctly contemporary in its content and approach, and embraces the principal musical movements of our time. Through a course of scholarly and practical learning experiences integrating performance and writing, our curriculum covers the variety of influential styles, relevant technologies, and career opportunities open to today's music professional.