Salesforce Business Analyst

Position Summary:

The Salesforce Systems Support Analyst is a key member of the maintenance organization. This role is responsible for providing administration and optimization of the Agentforce Field Service platform launching across the maintenance organization. This new team member serves as a key point of contact for internal users, ensuring system stability, usability, and alignment with business operations. They will work cross-functionally with other analysts and IT Teams across Penske.

Their primary responsibilities include supporting day-to-day system usage, troubleshooting issues, gathering enhancement requests, and configuring front end Salesforce solutions to meet evolving business needs. The Analyst collaborates closely with internal stakeholders to improve workflows, maintain data integrity, and drive system adoption. This role also plays a critical part in user enablement through training, documentation, and continuous improvement initiatives, while ensuring alignment with organizational processes and best practices.

Key Responsibilities

Salesforce Administration & Configuration
Serve as the primary support resource and subject matter expert for Salesforce users in the maintenance organization, resolving issues, answering questions, and ensuring effective system utilization.
Configure and maintain Salesforce to support internal business processes, including implementing enhancements based on user needs.
Translate business requirements into system configurations and functional solutions. Partner with stakeholders to prioritize and implement system improvements.
Build and maintain Salesforce reports and dashboards to support operational and leadership decision-making.

System Support & Operations
Monitor system performance, troubleshoot defects, and coordinate resolutions with internal teams.
Analyze system data and user trends to identify opportunities for optimization and efficiency improvements.
Read and write SQL queries through foundational knowledge of relational databases (e.g., MySQL, PostgreSQL, or SQL Server)
Provide support during high-demand periods and assist with special projects as needed.

Collaboration & Stakeholder Support
Work cross-functionally with operations, IT, and business teams to align Salesforce capabilities with business needs.
Partner with Salesforce IT developers to deliver advanced automation and agentic solutions.
Develop and maintain job aids, documentation, and training materials to support end users.
Conduct onboarding and ongoing training sessions to improve user adoption and system effectiveness.

Qualifications
Bachelor's degree in business, Information Systems, or related field preferred.
At least 2 years working as a Salesforce administrator or BA is required; specific experience with Field Service is preferred.
Salesforce Administrator certification required, additional certifications are encouraged.
Proven experience managing end-to-end project life cycles with on-time deliveries
Regular, predictable, full attendance is an essential function of the job.
Successful candidate must complete Penske employment application, submit to a background investigation (past employment, education, and criminal history), and complete a drug screening.

Skills & Capabilities
Strong troubleshooting and problem-solving skills with a focus on user support.
Experience gathering and documenting business requirements.
Ability to manage multiple priorities and respond to changing business needs.
Strong communication skills with the ability to work across all levels of the organization.
Familiarity with Atlassian suite including Jira and Confluence

Key Focus Areas for Success
Deliver timely and effective internal support for Salesforce users
Drive user adoption through training and engagement
Improve business processes through system optimization
Maintain high data quality and system reliability
Act as a trusted partner between business users and technology teams

Physical Requirements:

The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable…