Technical Analyst (Salesforce)

Craftsman Technology Group is an employee-owned firm that supports mission-driven organizations. Our work spans community and economic development, community health, arts and historical institutions, and organizations fostering inclusive communities. We believe technology can be an effective vehicle for change.

• Our mission: to help nonprofit organizations grow and thrive.

• Our values: be transparent and honest; be fair and accountable; be independent and objective; and be good to our staff, our communities, and the world.

We are seeking a Technical Analyst (TA) to join our Services team who will bring these same values and passion to help mission-driven organizations. This is a full-time, salaried, intermediate-level position reporting to an Associate Director.

In this role, you will work closely with Client Success Managers (CSM), Consultants, Technical Consultants, and fellow Technical Analysts across a portfolio of nonprofit and public sector clients and their Salesforce orgs and integrated applications. The core of your day-to-day work is resolving client requests and production issues in real time, but you'll also apply business analysis to the tickets you handle, working with clients and services team peers to get to the right solution rather than just the fastest fix. You will bring your skills at balancing workload, asking the right questions to get to the heart of a request, and deploying expert solutions nimbly. In this position, you will strengthen your existing skills in developing and configuring the tools and technology at the core of our clients' solutions. Salesforce remains central to that work, though you'll increasingly touch a growing set of adjacent platforms across clients' broader technology ecosystems.

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  Understand clients' needs, as communicated by CSMs and client stakeholders

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  Assess technical, functional, and process requirements

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  Apply business analysis to client tickets, identifying root causes and recommending solutions that address the underlying need

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  Analyze broader business process needs and provide recommendations for improvement beyond individual tickets

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  Collaborate with Client Success Managers, Consultants, Technical Consultants, and fellow Technical Analysts across the services team to solution complex or cross-functional requests

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  Monitor client ticket queues and work to resolve issues promptly

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  Provide concise status updates on tickets

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  Configure Salesforce-based tools and technology per requirements, with growing exposure to other platforms across clients' technology ecosystems

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  Conduct testing and track issues and their resolution

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  Contribute to project and build work as capacity, interest, and client needs allow

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  Lead client trainings to support adoption of CTG-delivered solutions

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  Create business process documentation and contribute to the Craftsman knowledge base

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  Communicate clearly and professionally in verbal and written situations

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  Responsibilities, expectations, and priorities may evolve over time to reflect the changing needs of the firm and our clients

• Salesforce Certified Administrator credential

• Claude Certified Associate – Foundations certification, held at hire or completed within 60 days

• 3 years' experience in Salesforce Administration, technology, services, and/or business analysis

• Experience in the nonprofit or public sector

• Experience with creating and troubleshooting Salesforce Flow

• Familiarity with 3-5 common 3rd party Salesforce applications for nonprofits, e.g. FormAssembly, Click & Pledge, Nintex DocGen

• Demonstrable ease leading internal and client-facing meetings

• Commitment to continuous learning of technology skills, and nonprofit and public sector practices

• Client-facing skills

• Comfortable incorporating AI tools (such as Claude) into day-to-day business work

• Flexibility to travel on occasion

• Experience with administration or super-user of integrated marketing and engagement tools, e.g. Marketing Cloud, Pardot/Account Engagement

• Demonstrable experience in technology project deployment

• $80,000 - $90,000

• Boston, MA (hybrid) or virtual (contiguous US)

• Applicants must be eligible to work in the US. H1-B sponsorship is not available.

• Our headquarters is in Boston, MA and we have a strong virtual culture with staff located throughout the contiguous United States. We are unable to hire candidates living outside the United States.

• Direct applicants only; no recruiters.