Service Desk Analyst II - Salesforce

  • Location: Chicago
  • Department: Internal Technology
  • Work Status: Full-time

Overview

At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

The Service Desk Analyst II - Salesforce is the first point of contact for Relativity users contacting the IT Service Desk for Salesforce related work. This individual will provide level 1 support by monitoring input channels and handling the resulting incidents, service, and knowledge requests. The Service Desk team works under steady direction of managers and senior team members using established incident/problem management and request fulfillment processes using the ITIL and other frameworks/methodologies.  

Role Responsiblities

  • Resolves requests, incidents, and answer knowledge questions within SLAs while providing the highest level of customer service
  • Contributes to knowledgebase according to standards set by ITSM team
  • Maintains Salesforce certification and stays in tune with new feature releases
  • Ensures established security models are maintained for data access in Salesforce
  • Applies Salesforce and business best practices when executing solutions
  • Proactively manages level 1 backlog to meet and exceed customer service levels
  • Provisions and maintains users, roles, profiles, hierarchies, and third-party application access and permissions
  • Acts as the primary administrator executing requests, including the creation and maintenance of workflows, custom fields, reports, dashboard development, communication templates, alert, queues, and groups
  • Maintains and performs systematic clean-up of reports, performs record merges, and works with stakeholders to facilitate data updates/uploads of records, as needed
  • Proactively recommends solutions, processes, and capabilities that will improve the user experience, enable user productivity, optimize or automate processes
  • Ensures development requests are escalated to proper development squads
  • Ensures all work is thoroughly documented in the appropriate format (tickets, change controls, knowledgebase, etc)
  • Shares in core Service Desk responsibilities which include: monitoring all channels for IT incident, request or knowledge incidents or requests, familiarity with contents of the IT Service Portfolio, ability to categorize, prioritize, troubleshoot, resolve or escalate all non-Salesforce tickets, follow ticket closing process for all tickets, perform communication and documentation tasks as required for Major Incidents, keep current on ITIL and other utilized service related frameworks/methodologies, and give input as to general team process improvements and automation.

Minimum Qualifications

  • Associate’s Degree in related discipline (Computer Science/Engineering preferred)
  • Minimum 2 years of customer-facing experience, preferably in a Service Desk role within an 800+ employee environment
  • Salesforce 201 Certified highly preferred, or ability to obtain within the first 90 days of employment
  • Ability to pass the ITIL Foundations certification within the first year of employment
  • General knowledge in 2 or more of the following: Desktop Support Technology, Salesforce, JIRA, Confluence, Workday, infrastructure, networking, project management, or BA or in-depth knowledge in one of these areas
  • General Desktop software knowledge - Microsoft Office suite, modern browsers, hardware, software, and networking concepts
  • General employee productivity software/tool knowledge - Lucidchart, Surface Hub
  • Proven customer focus and service skills with an enthusiasm for technology
  • Ability to be effective in a fast-paced, changing environment managing multiple priorities
  • Excellent written/verbal communication, technical documentation and problem-solving skills
  • Self-motivated achiever with an excellent attention to detail
  • Great Interpersonal and teamwork skills
  • Ability to work both independently and as part of a team

Preferred Qualifications

  • Previous experience using a Service Management system
  • ITIL Foundation Certification as well as 1 or more of the following certifications: ITIL Intermediate Lifecycle, ITIL Capability modules, ITIL Practitioner Certifications, Other frameworks like Six Sigma for Service
  • Salesforce Certified (201 Administrator minimum preferred)
  • General Operating Systems knowledge - Windows 10, OS X, iOS, Android 

About Relativity

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.