About BIG
Build It Green (BIG) is a nonprofit organization of building industry thought leaders and practitioners who share a vision for better buildings and a diligence for getting results. We are driving innovation and exciting initiatives in the residential building and energy efficiency industries and making a measurable difference for homes, people and the environment. To maximize our impact, we partner with thousands of building professionals, as well as industry partners, utilities, and government agencies. Learn more at: www.builditgreen.org.
BIG offers a friendly, positive work environment and a passionate work culture. Our HQ office is located in the heart of downtown Oakland at 300 Frank H. Ogawa Plaza, Suite 620; close to BART, the 12th Street/City Center Station and AC Transit Bus lines. We offer a competitive wage and benefits package that includes medical, dental and vision insurance and 403(b) retirement savings plan with an employer match, paid holidays and time off.
About the Position
The Systems Support Analyst position acts as a primary contact for the Information Systems department. This individual will provide app customization support and real-time problem analysis and resolution for Salesforce and related tools. S/he will additionally provide ad-hoc reporting support to Build It Green internal customers, and participate in technology discussions and planning efforts.

RESPONSIBILITIES AND DUTIES:
Internal support:
  • Provide internal staff with direct support for Salesforce and related tools
  • Provide exceptional customer service in person, via phone and email
  • Investigate reported issues, document findings, and coordinate with developers and other team members to achieve resolution of issues
  • Track and coordinate the system support pipeline, following up where needed
  • Receive, categorize, and respond to security incidents
App customization:
  • Set up users, reset passwords and deactivate users as needed
  • Create and update reports and report types, email templates, list views, and page layouts
  • Configure automated processes, custom interfaces, and connectors using point-and-click tools
  • Deploy changes between test and production environments
Project support:
  • Discuss and clarify business logic and requirements with business stakeholders
  • Participate in project planning and documentation
  • Provide developers with input at all stages of the product lifecycle
Data management:
  • Perform duplicate management, data matching, record conversion, and data cleanup using DemandTools or a similar product
  • Conduct monthly data backup
User, license and permissions management
  • Set up users, reset passwords and deactivate users as needed
  • Customize data access and permissions
  • Manage third party web application licenses
Team collaboration
  • Develop effective working relationships with internal and external stakeholders, providing clear and timely communication and coordination of activities
  • Work independently and as part of a team
EXPERIENCE, SKILLS, EDUCATION REQUIRED
  • Four year degree, preferably in Computer Science or related field of study, or 5+ years of equivalent work experience
  • Minimum two years of hands-on experience working in a Salesforce Administrator, IT support role, data analyst, or similar role required
  • Excellent, proven customer service skills
  • Intermediate to advanced skill with Microsoft Excel and/or Google Sheets
  • Ability to work in a team and service oriented, collaborative environment
  • Strong analytical skills and methodical troubleshooting ability
  • Excellent organizational and follow-up skills with strong attention to detail
  • Highly developed listening skills, and strong professional written and oral communication skills.
  • Self-starter mentality with enthusiasm to work in a fast-paced, mission driven organization.
PHYSICAL DEMANDS The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Position requires periods of sitting and working at a computer and talking on the telephone.
  • Position requires occasional bending and lifting of objects of more than 25 pounds without assistance.
  • Position is assigned to report to an office location.

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