Salesforce Operations Analyst III (Salesforce Administrator) at Airlines Reporting Corporation – Arlington, Virginia

It's a great time to join us at Airlines Reporting Corporation (ARC)! ARC accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services and other innovative industry solutions. We are a leading travel intelligence company with the world’s largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights. By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives. We think big, embrace challenges and explore new ideas to lead the way for the travel industry.

ARC is looking for a Salesforce Operations Analyst III to join our team! In this role, you will support, maintain, and enhance ARC’s CRM and ERP enterprise systems. This role requires expertise in both Salesforce administration and ERP platforms (e.g., NetSuite, SAP, Oracle), ensuring seamless production support across customer relationship management, finance, operations, and other core functions.

This includes day-to-day support (e.g., managing and supporting users, maintaining workflows, ad hoc reporting requests) to ARC’s internal and external users. You will contribute to strategic organizational projects by proactively ideating solutions, building automations, and more. You'll assist in daily operations and support functions including case management intake and resolution. And, collaborate with business stakeholders to identify enhancements and new capabilities to meet their business needs across platforms. The Salesforce Operations Analyst III will be expected to assist end-users with error troubleshooting and support. And remain current on all changes in upcoming supported platform releases and existing integrated applications, and provide recommendations and pre-release plans as necessary. You will assist in release planning and testing. You will work with developers, other analysts, front line support staff, end users, solution architects and Business product owners. The Salesforce Operations Analyst III will gather detailed requests for improvements or changes to systems and support their implementation as appropriate. And, work with the development team on the overall ARC Salesforce initiative and will take an active role handling some Product Owner responsibilities. You'll assist the team with user story creation in Jira along with regression testing and creation of test cases for enhancements/changes and coordination of testing with business users. And, design and configure security/sharing rules, permission sets, permission set groups, field level security, record level security, roles, and profiles. You will also be responsible for maintaining, enhancing, and creating flows, approval processes, reports, dashboards, email templates and other configurations. And you will perform data prep, data imports, ad-hoc data requests, data integrity and other tasks as needed to support the Salesforce Data Manager.

1. Provide global end user support to include system configuration, report and dashboard creation, maintenance of user roles and profiles, security/access settings to include sharing rules, license management, data management/integrity and release management.
2. Work collaboratively on a SCRUM team to manage/prioritize requests and support backlogs. Jira story creation, as needed.
3. Assist with creation of documentation of processes, policies, application configurations and continual modifications and help related materials.
4. Work with cross-functional stakeholders to clarify requirements, demo changes, and answer questions about system and improvements.
5. Assist in training of new users and growth of platform skill sets across the organization.
6. Keep up to date with platform releases, features, and best practices. Make recommendations to management regarding implementation as appropriate.

• Bachelor’s degree in Information Systems, Business, or related field (or equivalent experience).
• 2+ years of experience administering Salesforce with ERP platform experience desired.
• Salesforce Administrator Certification required.
• Experience working with Salesforce Sales/Service/Experience/Marketing clouds with an understanding of the capabilities and constraints of the platform desired.
• Understanding of Salesforce best practices and functionality.
• Experience with common ERP systems (e.g., NetSuite, SAP, Oracle, Microsoft Dynamics).
• Strong understanding of data flows between CRM and ERP systems preferred.
• Ability to quickly master new technology.
• Excellent communication and documentation skills.
• Demonstrated creativity balanced with practicality to meet business objectives and team needs.
• Comfortable collaborating with both technical and non-technical stakeholders.
• Attention to detail and commitment to data accuracy.
• Proactive, with a continuous improvement mindset.
• Background in finance a plus.

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