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Applications Systems Analyst & CRM Administrator

at PLOS

Posted: 8/16/2019
Job Status: Full Time
Job Reference #: 6ca133fe-72b9-4d1f-bf1e-a55c1bb26737

Job Description

In this role, you are responsible for the administration and analysis of organizational applications within the Business Operations Solutions and Support (BOSS) team. You will provide technical support to both internal and external users of PLOS applications, specifically Editorial Manager (EM) and Salesforce (SF).  A high level of motivation, independence, willingness to constantly learn and improve, and ability to provide exceptional customer service are necessary to be successful.

Responsibilities:

  • Be a first point of contact for BOSS. Triage incoming issues, follow up with staff members, foster a culture of support thereby strengthening our relationships with other PLOS teams
  • Administer and maintain configuration options associated with our submission and peer review system, Editorial Manager (EM)
  • Administer and maintain configuration options associated with our customer relationship management system, Salesforce
  • Troubleshoot and work with staff and/or vendors to resolve reported issues
  • Support internal staff in the use of EM and Salesforce, teaching and advocating best practices
  • Perform routine maintenance tasks within Salesforce (i.e. monitoring application storage usage and archiving data as needed)
  • Handle basic administrative functions including user account maintenance, reports, and dashboards
  • Escalate technical issues to the vendor for resolution as necessary
  • Create and maintain administration documentation on policies, procedures, and workflows
  • Communicate policies and outages, bugs, workarounds and solutions to internal and external users
  • Maintain and enhance relationships with system vendors
  • Uphold a high standard of customer service to all as a representative of the BOSS team
  • Rare, but occasional after-hours (evening or weekend) work

Qualifications and Experience:

  • 1-2 years’ experience administering large, enterprise serving applications. Specific experience with EM or SF a plus
  • Operations and workflow analysis background; able to review processes and recommend solutions
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Excellent communication skills, both verbal and written. Must be able to clearly articulate and present findings and recommendations to both technical and non-technical team members
  • Results driven, capable of balancing multiple high priorities and quickly determining priority
  • Ability to prioritize daily tasks and work in a team
  • Excellent troubleshooting skills
  • Customer-oriented attitude
  • Proactive approach to problem solving