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Sr Tech Support Analyst
Eden Prairie, Minnesota  |  Remote, Onsite
Contract Position
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Applied on May 27, 2022
Job Id #53927 Posted February 8, 2022


  • The role is an Care CRM (Customer Relationship Management) Product Owner.
  • This role provides the  businesses the ability to meet their compliance and contractual obligations for using the G360 Salesforce platform (CRM platform).
  • The CRM Product Owner is vital in supporting the current user base of the CRM platform, managing and executing annual campaigns, as well as taking on new projects to continuously evolve and scale the platform to support new user groups, functions and integrations.

Role Description:

  • The Salesforce Product Analyst is a key member of our CRM team.
  • In addition to being responsible for driving business process and design by iterating on requirements from business stakeholders, this person would work directly with the development team and architect to deliver best practice functionality.
  • They work with senior members of the team ensuring the successful delivery of implementation and are key communicators with business and IT partners.
  • They should have solid functional and/or industry knowledge, as well as an ability to be innovative and team-oriented in a virtual setting and lead key deliverables and creative design concepts.

Essential daily functions/responsibilities:

  • Utilize acquired knowledge of (Sales Cloud, Service Cloud, Marketing Cloud preferred) and strategic thought to analyze current business processes, suggest improvements, and participate in the implementation of new functionality
  • Drive overall project milestones through completion; perform impact analysis and project estimation activities to ensure key deadlines are met
  • Lead requirement and design sessions with business partners
  • Critically evaluate information gathered from multiple sources, reconcile inconsistency and break down high-level information into details
  • Research potential business requirement solutions using various resources, including, but not limited to,
  • Develop and document work flow processes and procedures
  • Create mock-ups/wireframes as visual design concepts and present possible solutions to business stakeholders
  • Create functional requirements for developers and provide suggestions during the development stage that meet the customer's business needs
  • Work with technical team to transform new requirements into design and implementation
  • Coordinate communication with business partners throughout the project lifecycle
  • Serve as the primary point of contact for supported business systems, and perform functional and second-level technical support as needed

Secondary Functions:

  • Support testing cycles (system, E2E, UAT, regression)
  • Assess change impact and/or support creation of Training/Training Materials.
  • Create status reports and executive presentations for leadership

Job Scope:

  • Responsibilities may vary by project
  • Duties are often performed independently but larger projects are delivered as a team

Specific Job Skills and Experience:

  • Salesforce Certified Administrator certification as well as 2-5 years of Salesforce hands-on experience, preferably in Sales Cloud utilizing Lead, Contact and Campaign objects
  • Experience supporting large scale organizations with different Marketing initiatives and 300+ users
  • Minimum 2 years experience working closely with Salesforce Developers, assisting in design and development recommendations
  • Must have strong Salesforce Lightning knowledge/experience and understanding of constraints of the platform
  • Knowledge of Agile and Scaled Agile (SAFe) methodologies required, inclusive of Jira Atlassian toolsets to manage backlog (Epics, Features, Stories)
  • Ability to recognize complex problems vs. objectives and apply creativity to analyze situations, develop solutions and procedures
  • Exceptional written and verbal communication skills, as well as active listening skills
  • Expert presentation skills with ability to build compelling PowerPoint presentations and advanced excel skills
  • Data Loader and/or Workbench proficiency

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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