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180000L3 Requisition #
Salesforce Sr. Business Systems Analyst     REQ# 180000L3
Entrust Datacard is seeking a Salesforce Sr. Business Systems Analyst to act as a central resource providing ongoing administration, business analysis, technical support, management, and solutions for Service and Support on Entrust Datacard’s platform.  This position is responsible for advanced system administration, expert support, application optimization, solution design, data analysis, data standardization and enforcement, sustaining user adoption, and training development and delivery.
  • Facilitate and manage the use and enhancement of Service Cloud and Remedyforce on the platform for Entrust Datacard service functions globally
  • Be the expert resource for support of Service Cloud and Remedyforce for service functions. Actions including, but not limited to, are case resolution, system enhancement identification, end user support, and Salesforce team member support.
  • Evaluate and propose how best to leverage the platform and eco-system to meet evolving business requirements and information needs both within and across functions
  • Work effectively with key stakeholders to identify and prioritize specific requirements. Develop and maintain project deliverables that support the business processes, including functional specifications, solution design documents and hands-on configuration of the system
  • Work closely with Salesforce team members, vendors, and/or other IT team members to analyze, troubleshoot and solve complex issues
  • Play a critical role during upgrades and releases to the system including quality assurance testing, change management participation, and deployment execution
  • Lead efforts to develop, train and expand use of the platform to optimize productivity and effectiveness resulting in enhanced user knowledge and competency with
  • Report on Salesforce Service Cloud and Remedyforce usage and user metrics and be the expert resource assisting with reports and dashboards for service functions
  • Be the lead Service Cloud and Remedyforce technical resource for business process owners, end users, and other Salesforce support staff
  • Enable our agile Salesforce lifecycle management by facilitating bi-weekly sprint planning with business process owners and Salesforce team members

Basic Qualifications

  • Bachelor’s degree in IT, MIS, Business Systems or related field

  • Administrator Certification (Admin 201)

  • Advanced Administrator Certification (Admin 301)

  • Minimum 2 years of Service Cloud administration experience

  • Minimum 5 years of platform administration and solution design experience managing at least one the following areas. Sales Cloud, Service Cloud, Communities

  • Strong verbal and written communications skills with the ability to clearly and simply articulate concepts, messages and strategies both cross functionally and vertically within the organization 

  • Ability to analyze disparate pieces of information, gather from multiple data sources and put into an easy-to-understand structure using Microsoft Excel and/or an advanced database application.

  • Thorough understanding of business processes including (but not limited to): service management, ITIL, case/incident management, change management, account management, contact management, SLAs, service contracts, entitlements, closed loop reporting, UI/UX design

  • Experience working in or managing projects using agile and waterfall methodologies

  • Must be able to lawfully work within the US and have unrestricted work authorization for US


     Preferred Qualifications

  • Experience working with Remedyforce

  • Certified App Builder

  • Experience working with Visualforce, Apex, and JavaScript

  • Experience working with Salesforce CPQ & Billing or other CPQ applications native to Platform

  • Experience working with Boomi or other integration solutions with Salesforce

  • Experience working with Oracle eBusiness Suite, SharePoint, SiteCore



    Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

    Join us. Together we’ll create solutions for a more connected, mobile and secure life.

    For more information, visit www.entrustdatacard.comFollow us on Twitter, YouTube and LinkedIn.


    Entrust Datacard Corporation is an EOE/AA/Veteran/People with Disabilities employer.



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