Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Salesforce CRM+RCA Analyst you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.
Work you’ll do/Responsibilities
As a Project Delivery Senior Analyst (PDSA) at Deloitte, you will work within an engagement team and be responsible for supporting the overall project goals and objectives. In this role, you will interact with stakeholders and cross-functional teams. It is expected that you will be able to perform independent tasks as well as provide technical guidance to team members, as needed.
The Operate SFDC CRM + RCA Functional role is responsible for managing the daily operations and support of the Salesforce.com CRM platform within our organization. This role focuses on ensuring system integrity, user support, troubleshooting, and process optimization. The individual will coordinate incident management, perform root cause analysis on CRM-related issues, and drive continuous improvement in system functionality and data quality. Additionally, the role collaborates closely with business stakeholders and technical teams to translate business needs into effective CRM solutions, while adhering to Deloitte’s standards for compliance, security, and performance.
- Oversee daily operations and administrative functions of SFDC CRM, ensuring smooth user experience and system reliability.
- Provide end-user support, resolve incidents, and escalate complex issues as appropriate.
- Perform root cause analysis (RCA) for recurring or critical CRM issues and implement corrective actions.
- Participate in testing, deployment, and ongoing maintenance of new CRM features and enhancements.
- Document processes, troubleshooting steps, and best practices to facilitate knowledge transfer and continuous improvement.
The Team
Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.
Our Digital Foundry, Operate, & Innovation offering balances strategy, technology, creativity, and managed services to solve your biggest challenges. We design and deliver services to run digital businesses, manages innovation and assets, and commercializes IP to drive growth across all Customer offerings.
Qualifications
Required
- 3+ years of hands-on experience in Salesforce.com (SFDC) CRM administration or support
- Understanding of Salesforce platform functionality, including user administration, workflow rules, reports/dashboards, and data management
- Demonstrated experience with incident management and performing Root Cause Analysis (RCA) for technical and process issues
- Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
- Limited immigration sponsorship may be available.
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
Preferred
- Analytical/ Decision Making Responsibilities
- Analytical ability to manage multiple projects and prioritize tasks into manageable work products
- Can operate independently or with minimum supervision
- Excellent Written and Communication Skills
- Ability to deliver technical demonstrations
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $90,000 to $115,000.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
