{"id":3203271,"url":"https://alion.io/job/equifax-salesforce-support-analyst","title":"Salesforce Support Analyst","company":{"id":4816,"name":"Equifax","domain":"equifax.com","url":"https://alion.io/company/equifax","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":14,"ghost_share":0,"stale_share":0.929,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San José, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":46000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Salesforce Flow","optional":false},{"name":"ServiceNow","optional":false},{"name":"Visualforce","optional":false},{"name":"Apex","optional":true}],"status":"live","first_seen_at":"2026-10-07T00:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-30T01:01:21Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"What you'll do:\nGeneral Platform Support & Administration User Management: Manage user profiles, roles, permission sets, and licensing for a large-scale user base, ensuring strict adherence to security compliance (SOX/GDPR). \nTicket Resolution: Triaging and resolving Level 1 and Level 2 support tickets via [Jira/ServiceNow], adhering to defined SLAs.\nRelease Management: Assist in testing new Salesforce releases and internal system updates within Sandbox environments before deployment. Support users as new functionality goes live.\n\n Sales & Operations (Sales Cloud)\nPipeline Support: Troubleshoot issues related to Opportunity stages, Lead conversion, and forecasting accuracy.\n Automation: Maintain and debug declarative automation (Flows, Validation Rules) that governs the sales cycle.\nCPQ/Quoting: Assist Sales Reps with quote generation errors, and approval process routing.\n\n Customer Service (Service Cloud)Case Management: Support the Support/Call Center and Boarding/Operations/Credentialing teams by maintaining Case assignment rules, Escalation rules, and Email-to-Case functionality, child case creation logic, and report any issues with integrations with systems like ETM, C2O, etc.\nOmni-Channel: Troubleshoot presence status and routing issues for live agents.\nKnowledge Base: Assist in the management of Knowledge Article types and data categories to ensure agents have the right information.\nManaged Packages: Support existing managed packages that drive user experience, and escalate to appropriate SMEs, as needed.\n\nMarketing & Lead Flow Integration Support: Monitor the sync between Salesforce and our Marketing Automation Platform (e.g., Marketing Cloud/Pardot/DataCloud).\nLead Quality: Investigate duplicate leads and troubleshoot \"Web-to-Lead\" failures to ensure the marketing funnel remains intact.\nCampaign Management: Assist marketing teams in troubleshooting issues with Campaign hierarchies and ROI attribution.\n\nFinance & Order Management ERP Integration: Serve as the first responder for data sync errors between Salesforce and the ERP/Finance systems (e.g., Oracle: CDH, OPH, C2O, BRM, EDH).\nBilling Support: troubleshoot discrepancies in customer data, like Accounts, Contacts, Boarding Requests, FIDs, FARs, and Assets, that feed billing systems.\nAudit Compliance: Generate system audit trails and history reports for stakeholders as needed.\n\nReporting & AnalyticsDashboard Creation: Build and maintain complex Dashboards and Reports for C-Suite and Department Heads to track KPIs. 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