Salesforce System Analyst

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

About the Role 

We are seeking a proactive, detail-oriented, and business-minded Salesforce System Analyst to support and enhance our Service Cloud operations. This is an exciting opportunity for someone who not only brings hands-on Salesforce expertise but also demonstrates strong initiative, takes ownership, and is passionate about driving value across the organization. 

You will collaborate closely with the Salesforce Manager for Service Support, business stakeholders, and technical teams to deliver, scope, and administer projects that support ongoing enhancements and strategic initiatives. Your ability to communicate clearly, take initiative, and add value will be as important as your technical skills. 

Key Responsibilities 

• Lead and support requirement gathering, scoping, and documentation for Salesforce Service Cloud projects (e.g., new voice flows, email templates, process design). 

• Coordinate project activities across internal teams and business units, ensuring clear task ownership, accountability, and timely follow-up. 

• Create and maintain structured documents, diagrams, and user stories to facilitate effective delivery. 

• Triage, analyze, and prioritize incoming Jira tickets; partner with the Manager to categorize and address items based on business impact. 

• Maintain and enhance Salesforce configurations, especially for Experience Cloud, Knowledge, Case Management, Service Voice, Omni-Channel, and Entitlements. 

• Act as a bridge between technical teams and business stakeholders across time zones, ensuring mutual understanding and successful execution of solutions. 

• Conduct impact analysis, prepare release notes, and assist in UAT coordination. 

• Monitor and help manage escalations, customer-reported issues, and system anomalies (e.g., email-to-case). 

• Participate in backlog grooming, sprint planning, and other agile rituals as . 

• Demonstrate initiative by identifying process improvements and proactively addressing potential issues. 

• Take ownership of assigned tasks and drive them to completion, ensuring high-quality outcomes. 

• Consistently seek ways to add value to the business through creative problem-solving and a customer-centric mindset. 

Qualifications 

• Salesforce Certified Administrator (required); additional certifications (Service Cloud Consultant, Experience Cloud Consultant, etc.) are a plus. 

• 5+ years of experience working with Salesforce Service Cloud, including hands-on configuration and/or business analysis. 

• Strong written and verbal communication skills in English. 

• Proven experience engaging with stakeholders, managing expectations, and documenting clear business requirements. 
• Familiarity with Agile/Scrum methodologies, Jira, and Confluence (or similar tools). 
• Strong sense of ownership and accountability. 

Preferred Skills 

• Experience with Salesforce Experience Cloud, Knowledge Management, Service Cloud, Omni-Channel, and related modules. 

• Knowledge of voice solutions in Salesforce (Service Voice, Amazon Connect, etc.). 

• Proficiency in creating diagrams (e.g., Lucidchart, draw.io) and writing business-facing documentation. 

• Experience with AI integration, especially Salesforce AI features or leveraging metadata/taxonomy for enhanced search, routing, or content recommendations. 

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.