Elevate Associate - Salesforce Support Analyst

Elevate Associate - Salesforce Support Analyst
Boston, MA (Hybrid: 40% in-person, approximately 2 days per week)
12-month Elevate Program Engagement (W-2 employment through Brooksource, with conversion path to Commonwealth FTE)
$35 - $40 per hour
ABOUT THE ROLE

Join the Brooksource Elevate Program as an Elevate Associate - Salesforce Support Analyst, embedded within the Massachusetts Trial Court. This structured, 12-month workforce transformation engagement is designed to launch early-career technology professionals into impactful public sector technology roles. As a Tier 2 escalation point for Salesforce Case Management, you will collaborate with business users, product owners, and technical teams to troubleshoot, resolve, and document application, workflow, and integration issues. You will administer Salesforce environments, manage user access, configure workflows and reports, support deployment and release activities, and partner with stakeholders to analyze and improve business processes. The program provides 2.5 hours of paid technical training per week, Salesforce certification preparation, and professional development milestones, all fully funded by Brooksource. You do not need to be a Salesforce expert to start-bring your curiosity, analytical mindset, and commitment to learning, and you will receive the support and training needed to grow into a long-term technology professional for the Commonwealth of Massachusetts.
WHAT YOU'LL DO

• Serve as the Tier 2 escalation point for Salesforce Case Management issues, diagnosing and resolving application, workflow, data, integration, security, and user access issues with mentorship from senior Trial Court staff
• Manage ticket queues, monitor service levels, analyze incidents for root cause, and document resolutions and knowledge articles
• Administer Salesforce environments, including user provisioning, profiles, permission sets, queues, and access management
• Configure and maintain case management functionality, workflows, notification rules, reports, dashboards, and page layouts
• Support deployment activities, system testing, release validation, and environment management
• Partner with business stakeholders to understand operational challenges, analyze case management processes for efficiency and automation opportunities, and gather/document business requirements
• Translate business needs into functional specifications and user stories
• Monitor ticket trends and support metrics to identify systemic problems and recommend process improvements
• Develop and maintain system documentation, support procedures, and knowledge base content
• Provide end-user support, training, and guidance on Salesforce functionality and best practices
• Collaborate with business units, product owners, developers, administrators, and support teams; participate in backlog refinement and release planning
• Communicate system changes and known issues; act as a liaison between business and technical teams to ensure requirements and issues are clearly understood
• Complete 2.5 hours of paid, role-aligned Salesforce technical training per week and pursue Salesforce Administrator certification with preparation and exam support
• Achieve professional development milestones through the Elevate Professional Accelerator program

WHAT YOU BRING

• Basic understanding of Salesforce or a similar CRM platform (coursework, bootcamp, personal projects, or entry-level experience)
• Strong analytical and problem-solving skills; ability to dig into data, identify patterns, and find root causes
• Clear verbal and written communication skills; able to explain technical issues to non-technical stakeholders
• Organized and detail-oriented; able to manage ticket queues, prioritize work, and keep stakeholders updated
• Customer-focused mindset with a genuine commitment to resolving issues and supporting users
• Salesforce Administrator Certification or active pursuit (preferred)
• Familiarity with Agile delivery and tools such as Jira or Confluence (preferred)
• Exposure to case management, customer service operations, or public sector environments (preferred)
• Experience with system testing, validation, or release support (preferred)

WHAT'S IN IT FOR YOU

• Weekly paychecks
• 2.5 hours of paid Salesforce-specific technical training every week-fully funded by Brooksource
• Salesforce Administrator certification preparation and exam support included
• 80-100 cumulative hours of role-aligned technical training over 12 months
• Proprietary Elevate Professional Accelerator-36 professional development milestones over the engagement
• Dedicated Brooksource Elevate Program Coordinator and Consultant Experience Manager supporting you throughout
• Cultural enrichment programming-lunch and learns, networking events, and leadership spotlights
• Clear conversion path to a full-time career with the Commonwealth of Massachusetts-top performers are positioned for direct FTE conversion as headcount opens

ABOUT THE ELEVATE PROGRAM

Brooksource's Elevate Program is a nationally recognized workforce transformation model used by state governments to build convertible technology talent pipelines, reduce long-term reliance on outside partners, and create sustainable internal capability. Elevate is a two-time StateScoop Nominee and NASCIO Award Winning Program.