Note: The job is a remote job and is open to candidates in USA. Craftsman Technology Group is an employee-owned firm that supports mission-driven nonprofit and public sector organizations through technology. The Technical Analyst will resolve client requests and production issues across Salesforce organizations and integrated applications, applying business analysis to identify root causes and recommend solutions. The role also involves configuring Salesforce tools, testing, documentation, client training, and collaboration on complex service and project work.
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
Skills
- 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
- Applicants must be eligible to work in the US
- We are unable to hire candidates living outside the contiguous United States
- 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
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
Company Overview