Saleforce Platform Analyst

Yale University - New Haven, CT4.3

Position Focus:
Campus Community Technologies (CCT), a division of Information Technology Services, is responsible for enterprise services that meet the technology needs of academic and administrative units of the University. Our mission is to provide the Yale community with solid, integrated, discoverable, and reusable online services and environments, taking advantage of emerging technologies to shape and enhance the experience of those who interact or transact with Yale online. CCT’s Application Services Team provides platform support, consulting and application development services related to the Salesforce Lightning Platform (CRM) and the Salesforce Marketing Cloud (Yale Message). Reporting to the Associate Director of the Application Services Team, the Salesforce Platform Analyst leads functional production support, business requirements analysis, user acceptance testing, system analysis, and upgrade project work. Provides functional expertise for enterprise marketing technologies supporting mission-critical University processes including CRM and marketing automation.

This role works closely with the Yale Message service offering manager and partners with the University community; at times, the analyst sends critical messages to the University community on behalf of the end users. Responsible for rolling out new functionality to the end users, onboarding new units, creating templates, and supporting Yale Message data needs. Contribute to the growth and modification of the University’s CRM and Yale Message platform, by acquiring and maintaining knowledge of new and emerging applications, tools, and architecture.

Essential Duties

1. Works closely with community stakeholders to consult, conduct analysis, and identify business objectives and solutions related to CRM/Marketing projects or programs of a medium to large size. 2. Works effectively with community stakeholders to document the scope, requirements, objectives and performance targets. 3. Elicits and writes requirements specifications according to standard templates, using natural language simply, clearly, unambiguously, and concisely. 4. Decomposes business and user requirements into functional requirements and technical specifications. Contributes to solution architecture discussions involving multiple technologies. 5. Compares functional specifications to functionality available in the Salesforce ecosystem to identify appropriate matches. Prototypes solutions in matching technologies to prove viability. 6. Configures solutions using relevant Salesforce technologies. Collaborates with developers and end-users to ensure that application functionality meets client needs. 7. Develops and validates queries for the successful extraction of appropriate data for source systems. 8. Contributes to the development and delivery of training to end users. Participates in community gatherings including user groups, technical sessions and external Salesforce-focused events. 9. Develops and maintains documentations and libraries on key processes. 10. Performs other duties as assigned.

Required Education and Experience

Bachelor’s Degree in business, technology or related field and three to six years of related work experience in analysis of business needs and development of related business systems or an equivalent combination of education and experience.

Required Skill/Ability 1:
Proven strong contributor with excellent listening, verbal, and written communication skills with customers, team and stakeholders.

Required Skill/Ability 2:
Demonstrable skill in analyzing complex problems and producing concrete, actionable solutions. Ability to resolve highly complex issues involving multiple technologies and business areas. Demonstrated success with business analysis, process mapping, and design of complex systems and processes.

Required Skill/Ability 3:
Strong knowledge of the full software/application development cycle, particularly in an agile environment: design, coding, testing, release, maintenance & ability to document requirements for custom code &development. Ability configuring & developing SaaS/PaaS solutions. Solid ability with relational databases, including the use of workflows and views.

Required Skill/Ability 4:
Demonstrates a high motivation to learn new technologies in a collaborative environment with the ability to work independently as well as part of a team on multiple projects simultaneously.

Required Skill/Ability 5:
Proven ability to provide application support through troubleshooting, technical resolution, enhancement implementation, and best practices development.

Preferred Education, Experience and Skills:
BA in communications, computer field;4 yrs exp with business analysis, working on complex problems & producing concrete, actionable solutions; familiarity with Salesforce CRM, Lightning Platform & Marketing Cloud; ability to provide application support via troubleshooting, technical resolution, enhancement implementation, and best practices

Preferred Licenses or Certifications:
Salesforce Administrator, Salesforce Certified Marketing Cloud Email Specialist.

Weekend Hours Required?Occasional
Evening Hours Required?


Drug ScreenNo
Health Screening


Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit for additional information on the background check requirements and process.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email:

NoteYale University is a tobacco-free campus