Salesforce Technical Support Analyst
Top Benefits
About the role
Job Description
This position is for a Salesforce Technical Support Analyst for US Wealth Management technology. Ensures smooth day to day operations of Salesforce by providing production support, handling case management efficiently and manage Salesforce administration activities. This is an excellent opportunity for someone who has a few years of Salesforce experience and sees themselves building their career in Salesforce within a financial services organization.
What will you do?
- Troubleshoot and resolve application errors, data discrepancies, integration failures and user-reported issues.
- Perform root-cause analysis of recurring problems and propose preventive solutions.
- Coordinate with Salesforce developers, admins and other IT teams to escalate and resolve complex issues.
- Document case resolutions, knowledge articles and operating procedures.
- Ensure timely resolution of service requests in compliance with defined SLAs.
- Conduct post-release support to ensure new development function as expected.
- Serve as second line of support for end-user issues, logging and resolving cases promptly.
- Salesforce user management and security administration activities.
- Create and maintain Salesforce Flows to automate business processes (screen flows, record-triggered flows and scheduled flows).
- Configure and maintain case assignment rules and auto response rules in Service Cloud.
- Perform data management tasks (data imports, exports and deduplication)
- Provide regular communication to end users on case progress and resolution timelines.
- Ensure adherence to escalation protocols for high priority or critical cases.
- Collaborate with business users to gather requirements for enhancements and convert them into configuration changes.
- Follow ITIL or internal service management practices for Incident and problem management.
- Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.
What you need to succeed
Must have
- 3+ years of experience as a Salesforce administrator in a support or operations role preferably in a financial services organization
- Salesforce Administrator Certification
- Strong understanding of Salesforce platform features (Sales Cloud and Service Cloud).
- Proficiency in user management, security, workflows, and reporting.
- Excellent problem solving and analytical skills.
- Strong communication skills to effectively interact with technical teams and business stakeholders.
- Ability to work independently as well as in collaborative team environment.
- Exposure to ITIL processes (Incident, change, problem management).
- Bachelor’s degree in computer science, Information Systems, or related field
Nice-to-have:
- Experience in a matrix environment, such as a large, publicly traded corporation.
- Knowledge and experience with Salesforce Financial service cloud and experience cloud.
- Strategic thinker with excellent interpersonal skills to work across functions and businesses.
The expected salary range for this particular position is $65,000 - $115,000, depending on your experience, skills, and registration status, market conditions and business needs.
You have the potential to earn more through RBC’s discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and competitive compensation
- Ability to make a difference and have a lasting impact via contributions to high visibility initiatives involving challenging work
- Opportunity to build cross-asset cross functional relationships across the bank
- Work in a dynamic, collaborative and high-performing team
#LI-POST
#TECHPJ
Job Skills
Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Salesforce Administration, Salesforce Configuration, Salesforce Customization, Salesforce Integration, Salesforce Reports, Salesforce Sales Cloud, Technical Troubleshooting
Additional Job Details
Address:
250 NICOLLET MALL:MINNEAPOLIS
City:
Minneapolis
Country:
United States of America
Work hours/week:
40
Employment Type:
Full time
Platform:
TECHNOLOGY AND OPERATIONS
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-10-24
Application Deadline:
2025-12-29
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.
Salesforce Technical Support Analyst
Top Benefits
About the role
Job Description
This position is for a Salesforce Technical Support Analyst for US Wealth Management technology. Ensures smooth day to day operations of Salesforce by providing production support, handling case management efficiently and manage Salesforce administration activities. This is an excellent opportunity for someone who has a few years of Salesforce experience and sees themselves building their career in Salesforce within a financial services organization.
What will you do?
- Troubleshoot and resolve application errors, data discrepancies, integration failures and user-reported issues.
- Perform root-cause analysis of recurring problems and propose preventive solutions.
- Coordinate with Salesforce developers, admins and other IT teams to escalate and resolve complex issues.
- Document case resolutions, knowledge articles and operating procedures.
- Ensure timely resolution of service requests in compliance with defined SLAs.
- Conduct post-release support to ensure new development function as expected.
- Serve as second line of support for end-user issues, logging and resolving cases promptly.
- Salesforce user management and security administration activities.
- Create and maintain Salesforce Flows to automate business processes (screen flows, record-triggered flows and scheduled flows).
- Configure and maintain case assignment rules and auto response rules in Service Cloud.
- Perform data management tasks (data imports, exports and deduplication)
- Provide regular communication to end users on case progress and resolution timelines.
- Ensure adherence to escalation protocols for high priority or critical cases.
- Collaborate with business users to gather requirements for enhancements and convert them into configuration changes.
- Follow ITIL or internal service management practices for Incident and problem management.
- Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.
What you need to succeed
Must have
- 3+ years of experience as a Salesforce administrator in a support or operations role preferably in a financial services organization
- Salesforce Administrator Certification
- Strong understanding of Salesforce platform features (Sales Cloud and Service Cloud).
- Proficiency in user management, security, workflows, and reporting.
- Excellent problem solving and analytical skills.
- Strong communication skills to effectively interact with technical teams and business stakeholders.
- Ability to work independently as well as in collaborative team environment.
- Exposure to ITIL processes (Incident, change, problem management).
- Bachelor’s degree in computer science, Information Systems, or related field
Nice-to-have:
- Experience in a matrix environment, such as a large, publicly traded corporation.
- Knowledge and experience with Salesforce Financial service cloud and experience cloud.
- Strategic thinker with excellent interpersonal skills to work across functions and businesses.
The expected salary range for this particular position is $65,000 - $115,000, depending on your experience, skills, and registration status, market conditions and business needs.
You have the potential to earn more through RBC’s discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and competitive compensation
- Ability to make a difference and have a lasting impact via contributions to high visibility initiatives involving challenging work
- Opportunity to build cross-asset cross functional relationships across the bank
- Work in a dynamic, collaborative and high-performing team
#LI-POST
#TECHPJ
Job Skills
Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Salesforce Administration, Salesforce Configuration, Salesforce Customization, Salesforce Integration, Salesforce Reports, Salesforce Sales Cloud, Technical Troubleshooting
Additional Job Details
Address:
250 NICOLLET MALL:MINNEAPOLIS
City:
Minneapolis
Country:
United States of America
Work hours/week:
40
Employment Type:
Full time
Platform:
TECHNOLOGY AND OPERATIONS
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-10-24
Application Deadline:
2025-12-29
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.