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SalesForce.com User Support Specialist – West Valley City, UT OR Eden Prairie, MN

Eden Prairie, MN UnitedHealth Group

Combine two of the fastest-growing
fields on the planet with a culture of performance, collaboration and
opportunity and this is what you get. Leading edge technology in an industry
that’s improving the lives of millions. Here, innovation isn’t about another
gadget, it’s about making health care data available wherever and whenever
people need it, safely and reliably. There’s no room for error. Join us and
start doing your life’s best work.(sm)

 

As User Support Specialist within the Growth Technologies and System team, you’ll be responsible
for the development and execution of education and training on salesforce.com
functionality, ensuring the training needs of all users are met. You will
design training materials for web based and in person training sessions and
distribute to team members.   

 

Primary Responsibilities:

  • Manage user questions from Salesforce.com support cases

  • Assist team with additional User Support needs

  • Act as a liaison between the growth technology team and
    the users of Salesforce.com to align needs with development

  • Manages day-to-day Salesforce.com user cases, including
    (but not limited to) new user requests, resolution of systems issues,
    one-on-one training needs, and troubleshooting

  • Dispositions cases appropriately as per team operating
    agreement and standards

  • Works with Business Analysts, field users, developers,
    testers and business partners to resolve user support cases

  • Demonstrates understanding of Salesforce.com instances
    and business processes to optimize facilitation, as needed

  • Educates system users and stakeholders of Salesforce
    capabilities and helps developers understand the business impact of
    technical decisions.

  • Demonstrate ability to remain calm and act
    professionally when trouble shooting user issues

  • Collaborates with internal stakeholders to identify
    applicable business needs and functionality to be addressed in training

  • Prepare for and support effective facilitation and
    training delivery for both in person and via virtual (WebEx) meetings

  • Adapts to the learning styles of the audience during
    the facilitation process (e.g., apply principles of adult learning, guide
    participant discussions to drive learning)

  • Ensures that learners understand how learning content
    applies to their job role / function, and the achievement of their
    business goals

  • Provides post-training support to learners, as needed
    (e.g., outstanding questions / issues, parking lot items, unmet
    expectations, additional copies of learning materials, on-the job support)

Requirements:

  • Bachelor’s Degree or higher

  • 3+ years of professional experience with Salesforce.com in a support or admin role

  • 2+ years of professional experience with supporting users & teams with technical issues

  • 2+ years of training delivery experience

  • Experience
    with Microsoft Office applications to include Excel ( ability to
    extract data from Salesforce into excel spreadsheets, complete queries, sort and filter) and PowerPoint ( ability to develop training
    presentations, use clip art, download documents and put information
    together within Powerpoint)

Preferred Requirements:

  • Professional
    experience and high level of comfort communicating directly with
    clients and end users both in person and via virtual formats (email,
    WebEx, PowerPoint, etc.)

  • Experience in Agile development methodology / Scrum is preferred

  • Experience leading Salesforce.com training, both virtual and in person

  • Experience managing user support cases

  • Experience with driving user adoption of a system

Careers with Optum.
Here’s the idea. We built an entire organization around one giant
objective; make health care work better for everyone. So when it comes
to how we use the world’s large accumulation of health-related
information, or guide health and lifestyle choices or manage pharmacy
benefits for millions, our first goal is to leap beyond the status quo
and uncover new ways to serve. Optum, part of the UnitedHealth Group
family of businesses, brings together some of the greatest minds and
most advanced ideas on where health care has to go in order to reach its
fullest potential. For you, that means working on high performance
teams against sophisticated challenges that matter. Optum, incredible
ideas in one incredible company and a singular opportunity to do your life’s best work.SM


Diversity
creates a healthier atmosphere: UnitedHealth Group is an Equal
Employment Opportunity/Affirmative Action employer and all qualified
applicants will receive consideration for employment without regard to
race, color, religion, sex, age, national origin, protected veteran
status, disability status, sexual orientation, gender identity or
expression, marital status, genetic information, or any other
characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.


Key
Words:Technology Training, User Support, Salesforce.com, SCRUM, Agile,
distributed technologies, SFDC, Salt Lake, Utah, UT, Minnetonka, MN,
Minnesota

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