Senior Salesforce Analyst

This is a great opportunity for someone who enjoys solving problems, working cross-functionally, and building expertise in complex systems within a fast-paced SaaS environment.

What you'll do:

• Serve as a primary point of contact for incoming BAU tickets, triaging, troubleshooting, and resolving issues in a timely manner.

• Document current-state workflows and proactively identify areas for incremental improvement through process mapping and analysis.

• Identify system changes needed including validation rules, flows, page layouts, email alerts, and picklist modifications.

• Perform data analysis and generate reports to support operational decision-making and track the effectiveness of implemented solutions.

• Partner with cross-functional teams (Customer Success, Onboarding, Billing, Deal Desk, BizTech) to understand their needs and deliver solutions that align with how teams operate.

• Support User Acceptance Testing (UAT) by writing and executing test cases to confirm that solutions meet business requirements.

• Participate in team ceremonies throughout the Software Development Lifecycle (SDLC), including daily standups, sprint planning, sprint reviews, and demos.

• Write clear user stories with functional and technical specifications to communicate requirements to developers when needed.

• Gather user feedback and analyze post-launch usage data to inform future enhancements.

• Maintain and update documentation for processes, system configurations, and standard operating procedures.

• Identify and troubleshoot Salesforce (Service Cloud) and Gainsight to support post-sales workflows and business processes.

• Perform ad-hoc requests from stakeholders as needed.

What you'll bring:

• A self-starter mentality with critical thinking skills and the ability to work with minimal direct supervision.

• Proactively identify process gaps or downstream impacts.

• Experience working in business operations within a SaaS environment, with a strong understanding of the customer lifecycle.

• Hands-on Salesforce experience, with a solid understanding of best practices and platform functionality.

• Demonstrated ability to troubleshoot system issues, analyze root causes, and document independently.

• Willingness to learn how to create process maps, writing user stories, documenting business requirements, and executing user acceptance tests.

• Strong written and verbal communication skills, with the ability to explain complex problems clearly to stakeholders at all levels.

• Ability to manage competing priorities, recurring tasks, and ad-hoc requests in a fast-paced environment.

• Proficiency in English (written and verbal) for cross-functional collaboration with US-based team

Nice to Have

• Experience with Smartsheet, Gainsight, or Salesloft.

• Familiarity with Jira and Confluence for project tracking and documentation.

• Salesforce certifications (e.g., Salesforce Administrator).

• Experience supporting or participating in system migrations or integrations.

When you will work: Mon-Fri Flexible (Armenia)

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer: When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.

• Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.