Technical Analyst (Salesforce)

Craftsman Technology Group is an employee-owned firm that supports mission-driven organizations. Our work spans community and economic development, community health, arts and historical institutions, and organizations fostering inclusive communities. We believe technology can be an effective vehicle for change.

Our mission: to help nonprofit organizations grow and thrive.

Our values: be transparent and honest; be fair and accountable; be independent and objective; and be good to our staff, our communities, and the world.

We are seeking a Technical Analyst (TA) to join our Services team who will bring these same values and passion to help mission-driven organizations. This is a full-time, salaried, intermediate-level position reporting to an Associate Director.
Job Summary:
In this role, you will work closely with Client Success Managers (CSM), Consultants, Technical Consultants, and fellow Technical Analysts across a portfolio of nonprofit and public sector clients and their Salesforce orgs and integrated applications. The core of your day-to-day work is resolving client requests and production issues in real time, but you'll also apply business analysis to the tickets you handle, working with clients and services team peers to get to the right solution rather than just the fastest fix. You will bring your skills at balancing workload, asking the right questions to get to the heart of a request, and deploying expert solutions nimbly. In this position, you will strengthen your existing skills in developing and configuring the tools and technology at the core of our clients' solutions. Salesforce remains central to that work, though you'll increasingly touch a growing set of adjacent platforms across clients' broader technology ecosystems.
Job Responsibilities:

Understand clients' needs, as communicated by CSMs and client stakeholders

Assess technical, functional, and process requirements

Apply business analysis to client tickets, identifying root causes and recommending solutions that address the underlying need

Analyze broader business process needs and provide recommendations for improvement beyond individual tickets

Collaborate with Client Success Managers, Consultants, Technical Consultants, and fellow Technical Analysts across the services team to solution complex or cross-functional requests

Monitor client ticket queues and work to resolve issues promptly

Provide concise status updates on tickets

Configure Salesforce-based tools and technology per requirements, with growing exposure to other platforms across clients' technology ecosystems

Conduct testing and track issues and their resolution

Contribute to project and build work as capacity, interest, and client needs allow

Lead client trainings to support adoption of CTG-delivered solutions

Create business process documentation and contribute to the Craftsman knowledge base

Communicate clearly and professionally in verbal and written situations

Responsibilities, expectations, and priorities may evolve over time to reflect the changing needs of the firm and our clients

Required Qualifications:

Salesforce Certified Administrator credential

Claude Certified Associate – Foundations certification, held at hire or completed within 60 days

3 years' experience in Salesforce Administration, technology, services, and/or business analysis

Experience in the nonprofit or public sector

Experience with creating and troubleshooting Salesforce Flow

Familiarity with 3-5 common 3rd party Salesforce applications for nonprofits, e.g. FormAssembly, Click & Pledge, Nintex DocGen

Demonstrable ease leading internal and client-facing meetings

Commitment to continuous learning of technology skills, and nonprofit and public sector practices

Client-facing skills

Comfortable incorporating AI tools (such as Claude) into day-to-day business work

Flexibility to travel on occasion

Preferred Qualifications:

Experience with administration or super-user of integrated marketing and engagement tools, e.g. Marketing Cloud, Pardot/Account Engagement

Demonstrable experience in technology project deployment

Salary Hiring Range:
$80,000 - $90,000

Job Location:
Boston, MA (hybrid) or virtual (contiguous US)

Benefits:

Company-supported medical, dental, vision

Company-provided short- and long-term disability

401k & Roth IRA retirement options with a company match (available 90 days after hire date)

Employee ownership (engaged 6 months or 1,000 hours after hire date)

4 weeks accrued paid-time-off (PTO) per year

10 paid company holidays and 2 paid floating holidays (individual’s choice) per year

CTG’s commitment to professional development and advancement

Work culture aiming toward work/life balance

Important Note:

Applicants must be eligible to work in the US. H1-B sponsorship is not available.

Our headquarters is in Boston, MA and we have a strong virtual culture with staff located throughout the contiguousUnited States. We are unable to hire candidates living outside the United States.

Direct applicants only; no recruiters.

Originally posted on Himalayas