CRM Operations Analyst

At Pitney Bowes, we do the right thing, the right way. As a member of our team, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:

• Are passionate about client success.
• Enjoy collaborating with others.
• Strive to exceed expectations.
• Move boldly in the quest for superior and best in market solutions.

Job Description:
Impact
Pitney Bowes is seeking a Salesforce.com CRM Operations Analyst with strong operations, troubleshooting, and technical skills to help support, maintain, and enhance our Salesforce.com ecosystem.

As a CRM Operations Analyst, you will be part of our core CRM Operations team that supports and maintains critical enterprise applications across the Pitney Bowes Organization. You will be involved in ensuring the availability and performance of the application and integrations to other systems. You will have access to various monitoring and troubleshooting tools that you will use to investigate and resolve issues. You will also be responsible for doing root cause analysis and take necessary corrective actions to prevent reoccurrence of issues. As a CRM Support Analyst, you will be a person who brings fresh ideas, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to develop real-world solutions and positive user experiences at every interaction.

The job

Provide support to Salesforce connected applications for Field Service and Support Management including Salesforce.com, ServiceMax, Certinia, and custom .Net applications that support the Field Service ecosystem

Provide support to external Pitney Bowes Vendors who connect to our systems via a CRM-to-CRM interface as needed to support their change management needs.

Improve reliability, quality, and operability of our Salesforce.com and Field Service ecosystems.

Run the production environment with highest availability by effective monitoring and taking a holistic view of system health

Use monitoring tools to identify issues proactively; investigate and help resolve before they impact end users

Resolve end user issues within service level agreements and maintain agreed upon satisfaction ratings

Identify support trends that might warrant system changes, communication or education

Participate in outage management activities including outage status communication, problem detection, resolution and root cause analysis

Document “tribal” knowledge and help create/maintain our knowledge base

Participate in system design consulting, platform management, and capacity planning.

Coordinate and collaborate with other IT teams as needed to maintain system stability

Provide On-Call Support and Issue Resolution

Develop solutions to resolve defects and position the platform for the future

Adopt the toolset and processes in place for support, delivery, and release activities; collaborate to identify and implement improvements

Comply with audit requirements

Must have:
3+ years of exprience with ServiceMax

Salesforce.com Certified Administrator

Excellent communication and collaboration skills

Analytical mindset and problem-solving aptitude

Time management and planning skills

Good to have:
ServiceMax Core Field Service Certified Administrator or equivalent experience.

Salesforce.com Certified Advanced Administrator

Salesforce.com development experience

Qualifications & Work Experience:
Degree in Business Administration, Computer Engineering or similar work experience

3+ years in an analyst or Support role

3+ years experience with Salesforce.com

The Team
Pitney Bowes (NYSE: PBI) is a global shipping and mailing company that provides technology, logistics, and financial services to more than 90 percent of the Fortune 500. Small business, retail, enterprise, and government clients around the world rely on Pitney Bowes to remove the complexity of sending mail and parcels. For additional information visit Pitney Bowes at www.pitneybowes.com .

We will:

• Provide the will: opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally ( P B Live Well )

Pitney Bowes is an equal opportunity employer that values diversity and inclusiveness in the workplace.

All interested individuals must apply online.