job summary: This Business Systems Analyst role is a high-volume, Tier 1 operational support position focused on maintaining the Salesforce ecosystem for Executive Education. You will act as the primary point of contact for troubleshooting user access, managing complex data integrity tasks like bulk uploads and record merges, and triaging incoming requests across 11 different departments. The ideal candidate brings 4-6 years of hands-on Salesforce experience, possesses strong analytical skills for resolving system discrepancies, and can communicate effectively with stakeholders in a fast-paced academic environment. Your primary objective is to maintain daily service continuity by resolving technical issues and executing controlled data updates across the functional areas of Marketing, Admissions, and Finance. location: Telecommute job type: Contract work hours: 9am to 5pm education: Bachelors responsibilities: The Business Systems Analyst will work within the day-to-day Operational team and across a broader matrixed EEIT team environment to provide immediate, advanced operational support for Tier 1 cases ensuring business-critical work continues with little disruption. EEIT supports the Salesforce ecosystem services across 11 Harvard Business School Executive Education departments, including Marketing and Sales, Admissions, Finance, Operations, and Program Delivery, among others. The Business System Analyst's primary focus is on maintaining service reliability, daily operations, and ensuring the timely resolution of high-volume support requests across these functional areas. Key Responsibilities Tier 1 Operational Support (Primary Focus) Provide day-to-day Tier 1 support for Salesforce and Learning CommunitiesTroubleshoot and resolve issues related to user access, roles, and permissionsTroubleshoot and resolve issues related to participant, faculty, guest, and staff recordsTroubleshoot and resolve issues related to data discrepancies, configuration issues, and system behaviorOwn cases from intake through resolution, ensuring clear documentation and communication Case Intake, Triage and Escalation Manage incoming EEIT cases to ensure timely triage and prioritizationApply defined criteria to route higher-complexity or cross-functional work to the Executive Education Release TeamSupport existing intake and escalation processes and help maintain operational consistency during the backfill periodFlag trends, risks, or capacity issues to the Operations Manager, EEIT Salesforce Data Management Perform advanced Salesforce data work, including data uploads and bulk updatesPerform contact and participant mergesPerform cleanup of duplicate, test, or erroneous recordsUse tools such as Dataloader.io to execute controlled data changes while maintaining data integrity Reporting, Testing and Release Support Assist with Salesforce reporting and dashboards as neededParticipate in testing and validation for fixes or release-related changesSupport post-release verification to ensure operational readiness Stakeholder Support Work directly with Executive Education staff and program teams to resolve issues quickly and accuratelyProvide clear, responsive customer service in a fast-paced, program-driven environmentEscalate blockers or risks appropriately to EEIT leadership Qualifications 4-6 years of experience in Salesforce operations, systems support, or business systems analysisDemonstrated advanced, hands-on Salesforce experience, including data management and bulk updatesDemonstrated advanced, hands-on Salesforce experience, including permissions and role-based accessDemonstrated advanced, hands-on Salesforce experience, including reporting and operational troubleshootingProven ability to manage a high-volume case workload independentlyStrong analytical and problem-solving skillsExcellent written and verbal communication skills Preferred Experience Learning Management Systems or Learning CommunitiesDataloader.ioMarketing CloudEinstein AnalyticsExperience supporting higher education or Executive Education environments qualifications: Qualifications - 4-6 years of experience in Salesforce operations, systems support, or business systems analysis - Demonstrated advanced, hands-on Salesforce experience, including data management and bulk updates - Demonstrated advanced, hands-on Salesforce experience, including permissions and role-based access - Demonstrated advanced, hands-on Salesforce experience, including reporting and operational troubleshooting - Proven ability to manage a high-volume case workload independently - Strong analytical and problem-solving skills Excellent written and verbal communication skills Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.