Tier 2 Applications Analyst

Role Overview

• Manage routine client configurations and non-complex updates.
• Support onboarding and integration for new clients.
• Collaborate with internal teams to ensure configuration changes align with workflow requirements.
• Reduces configuration errors and minimizes rework.
• Maintains system reliability through standardized procedures.
• Define and execute configuration specifications for new and existing customers.
• Collaborate with Sales, Client Success, and Implementation teams to ensure a streamlined onboarding process.
• Help create, document, and maintain configuration processes and templates.
• Communicate key insights and findings to Operations, Product, and Client Success teams.
• Work with Client Success and Support teams to effectively communicate any configuration updates.
• Participate in meetings regularly with managers and cross-functional teams to assess issues and identify improvements.
• Troubleshoot and resolve configuration issues.
• Provide technical support to clients and internal teams for configuration-related issues or challenges.
• Provide regular reports on configuration progress, issues, and resolutions to management and Client Success team.
• Identify and implement improvements to configurations to enhance efficiency and reduce errors.
• Collaborate with Product team to suggest enhancements or new features based on configuration challenges.
• Configuration Success Rate – The percentage of configurations that are successfully deployed and meet client expectations on the first attempt.
• Support Response Time – Average time taken to respond and resolve configuration-related support requests.
• Customer Satisfaction – Satisfaction ratings from clients regarding the quality and timeliness of configuration updates.
• Documentation Quality – Percentage of configurations documented fully and kept up to date.

Requirements

• Previous experience working in application support, implementation and/or configuration roles.
• Previous experience working within Salesforce or other CRM software.
• Bachelor’s Degree in related field plus 1 year of experience within the industry or equivalent.
• Strong oral, written, and phone communication skills.
• Ability to problem-solve with a sense of urgency.
• Strong technical aptitude and attention to detail.
• Ability to prioritize and meet critical deadlines in a fast-paced environment.
• Outstanding interpersonal skills with peers, superiors, customers, clients, and other partner.
• Ability to handle private health information confidentially and in line with company policies and procedures in compliance with HIPAA.

Benefits

• Comprehensive health, dental, and vision insurance
• Unlimited PTO
• Retirement savings plan
• Flexible work arrangements
• Opportunities for career growth and development
• Employee wellness programs