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Lead Support Services Analyst


Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

The Lead Support Services Analyst is responsible for the intake, triage, and oversight of client support requests for our BusinessConnect managed application. In this capacity you will prioritize and manage the support backlog, lead daily stand-up calls with the support team, provide guidance and leadership to other team members, troubleshoot issues, update code and configurations as needed, and monitor the successful and expedient resolution of all client issues.  In addition, you may be required to participate in ad-hoc/special projects or provide your expert opinions to aid our regular business processes such as estimating the level of effort required to complete certain project tasks.

What you’ll do:

  • Key activities include overall ownership of the client support request process including intake, triage, and oversight of client issues through resolution.

  • Coordinate communication between the end users and internal team members to ensure timely resolution of client support requests.

  • Provide prior Salesforce support expertise including Apex/Salesforce development skills and Salesforce administration knowledge to resolve client support issues.

  • Provide prior API development experience, working knowledge of xml, json, or other languages to resolve client support issues.

  • Provide guidance and leadership to other team members to ensure proper direction and timely resolution of client support issues.

  • Direct oversight of issue management including leading weekly support stand-up calls, ensuring appropriate documentation and issue resolution are maintained in Jira, and producing weekly status reports for customer support related issues.

  • Handle key activities for multiple clients simultaneously.

What experience you need:

  • 2+ years experience as a Salesforce/Apex developer specializing in troubleshooting and debugging issues, minor code modifications, and test class development.

  • 2+ years of Salesforce administrator experience familiar with classic and lightning views, application preferences, page layouts, user rights, custom settings, Apex Data Loader, etc.

  • Strong SQL/SOQL querying experience, with the ability to execute simple and complex queries to provide reports around customer data

  • 2+ years experience in a technical/development support capacity.

  • Excellent written and oral communication skills

  • Experience working with external clients to communicate findings and resolution to client reported issues. 

  • Excellent Jira experience (creating sprint, maintaining backlogs, report configuration/creation preferred).

  • Strong sense of urgency and commitment to customer satisfaction, bringing issues to resolution quickly.

  • Ability to handle multiple projects simultaneously.

  • You've attained a Bachelor's degree, or higher level education (Computer Science or Mathematics preferred)

What could set you apart:

  • Experience leading small teams and/or responsible for backlog management

  • Experience working within a Salesforce environment, or Salesforce Admin experience

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

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