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Salesforce Operations Analyst


PowerSchool | Support | Folsom, CA

The Operation Analyst / Senior Operations Analyst provides support for our award-winning K-12 software systems. This position is responsible for creating, updating and delivering a wide spectrum of reports and processes relating to the Customer Support organization. The reports and processes managed by the individual in this position will be used for critical business decision making. The successful candidate will have the ability to create reports in multiple online systems, to follow and update process flows, to analyze and interpret data, and to provide timely delivery of reports to management which will be used for strategic business planning

Duties and Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Update, track, and deliver operational and financial reports on a recurring basis
  • Utilize Salesforce software to build, download, and create dashboards
  • Create and update Executive-level PowerPoints to be used in company-wide presentations
  • Manage online systems support to multiple groups within the Support organization
  • Compile data sets that will provide analysis of monthly and yearly info/trends against KPIs
  • Create and deliver reports which span support volume, agent performance, and other reports using Excel and various CRM systems
  • Conduct data analysis; evaluate business processes; determine business needs; identify requirements; develop data system analysis; and provide constructive feedback
  • Perform reporting, testing and maintenance of enterprise systems and identify alternative methods for better operation and use
  • Create and deliver ad-hoc analysis and all other duties as assigned


Skills & Requirements

Qualifications include:

  • 2-5 years’ prior experience in a data analyst role
  • Proficient in Microsoft Office suite with an expert knowledge of Excel
  • Salesforce experience required
  • Prior CRM and ERP experience required
  • Understanding of technical support practices preferred
  • Business Intelligence experience preferred
  • Strong problem solving and reasoning skills
  • Strong oral, written, and interpersonal skills
  • Strong customer service and conflict resolution skills
  • Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
  • Associate degree or equivalent work experience, Bachelor’s degree preferred