Help Desk Analyst (Salesforce)The Company:CenseoConsulting Group is atop Washington D.C. basedmanagement consulting firm dedicated to helping public sector and non-profit clients build operational excellence, deliver better outcomes, and lower cost. We take a personalized approach to strategic consulting to solve our clients’ most complex problems and build operational excellence that transforms their organizations,allowing them to better deliver on their public and social missions.AtCenseo, our award-winning culture means you’ll join a tight-knit community of 75brilliantandpassionatecolleagues.We are advocates for a better functioning public sector,and we’re also good friends who know the names of each other’s dogs.Our philosophyis horizontal, not hierarchical, andour open-door policy encourages a culture of entrepreneurship at all levels.We share successes, make decisions together,andfoster an environmentfor those with initiativeto lead.Our colleagues bring their own unique personalities to work every day and use them to help shape our growing firmin ways that reach far beyond client projects.The Position:We are looking foreager, driven candidates to helpsolve our client’scomplexproblems andguidethemtowards operational success.As aHelp Desk Analyst (Salesforce) withCenseo, you will support the Economic Development Administration (EDA) and provide Salesforce help desk services to stakeholders. In this role, your responsibilities may include:
Triage and troubleshoot customer issues in an organized and timely manner
Consult with individuals to provide support for specific Salesforce issues or projects
Providestrong customer orientation, excellent conflict management, and problem-solving support
Position self as trusted Salesforce resource forstakeholders across the agency
Follow up on completed tasks to ensure end-user satisfaction and acceptance
Identify inefficiencies and make recommendations for Help Desk process changes as needed
Trackprogress against all associated activities and performance measures
Participate in knowledge sharing efforts within project team and across the agency
Manage and prioritizemultiple competing tasks to deliver an exceptional customer experience
The Ideal Candidate:AtCenseo, we arelooking for unique candidates whose passion and enthusiasm willhelp shapeCenseo’sclient insights and workplace culture.Our staff have a wide range of backgrounds, areas of expertise,personality types,andfavorite breakfast foods.Our clientand culturalsuccessesarerooted inour team’sinnovation,creative problem solving, andcollaboration. Webelieve a successful Help Desk Analyst (Salesforce)willhave:
BA/BS from an accredited institution
Experience providing support in a help desk environment, including at least one year of Salesforce support
Junior level: 1+ years of experience
Senior level: 3+ years of experience
Experience working with Federal Government or private sector clients (Preferred)
Demonstrated proficiency in working with Salesforce platforms, including familiarity with various Salesforce products such as Sales Cloud, Service Cloud, Marketing Cloud, and Community Cloud
Ability to troubleshoot and resolve technical issues related to Salesforce configurations, workflows, customizations, and integrations,often under time constraints
Ability to collaborate with cross-functional teams, including Salesforce administrators, developers, and business stakeholders, to resolve complex issues and implement enhancements
Strong organizational skills to prioritize and manage multiple support requests effectively, ensuring timely resolution and adherence to service level agreements (SLAs)
Effective communication skills with an ability toexplain technical concepts and instructions to users with varying levels of technical expertise
Meticulous attention to detail to accurately document issues, solutions, and user interactions in help desk tickets or support documentation
Willingness and ability to continuously learn and stay updated on new Salesforce features, best practices, and industry trends
Basic analytical skills to interpret data, identify trends, and provide insights to improve Salesforce usage and user experience
The Location:Censeo Consulting Group is based in Washington D.C., a fantastic city for working professionals. We work in a hybrid setting with flexibility to work from home and work in our office conveniently located in the heart of downtown, just a few blocks away from the White House. And with many of our clients also based in D.C., we have the luxury of leaving for a meeting and being back in the office in time for post-work happy hours, team dinners, and game nights.The Fine Print:This is an exempt, full-time positionEssential Physical Functions:
Sitting: Particularly for sustained periods of time
Light Carrying: Physically transporting items weighing less than 15 pounds from one location to another
Censeooffers a competitive compensation and benefits package, including paid vacation and sick leave, flexible and remote work opportunities, and tuition and training reimbursement. More information on our benefits and perks can be found athttps://www.censeoconsulting.com/about/join-us/.Censeois an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination on the basis of race, color, age, gender, religion, national origin, disability, protected veteran status, or any other class protected by applicable state or federal law.Join Our Award-Winning Culture!Our passion wins awards. But don’tjusttake it from us…2023Vault #9Best Consulting Firm for Work/Life Balance2023Vault #23Best Consulting Firm for Overall Diversity2023 Management Consulted #3 Best Boutique Firms in Washington DC2022 Vault #41 Best Overall Consulting Firm to Work For2020 Vault #21 Best Boutique Consulting Firm2019 Ivy Exec #7 Best Boutique Consulting Firm2018 Consulting Magazine Best Small Firms to Work For 2017 Vault #12 Best Boutique Consulting Firm2016 Forbes Best Management Consulting Firms in America2015 Washington Business Journal’s Philanthropy List#LI-HybridPowered by JazzHR
