Applications Support Analyst

Who We Are

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

** Remote Work Welcome**

Join the ranks of visionary technology leaders at First American — where history meets innovation, and tradition fuels transformation.

The Applications Support Analyst, supporting the Direct Division, plays a key role in supporting the CRM platform by servicing end users through their evolving customer needs, assuring smooth operations within the platform. This role focuses on supporting business processes within Salesforce Financial Service Cloud and CRM Analytics. The role works closely with cross-functional teams, including Sales Operations, production support, development, and analytics, to resolve service or product issues.

In addition to technical support, the role will support gathering insights from end users allowing for iterations of features based on user feedback. By staying informed on industry trends and Salesforce platform updates, they guide the evolution of the product to stay ahead of market demands.

What You’ll Do 

• Provides product and technical support for Salesforce Applications.   

• Manages and resolves service requests and incidents for Salesforce Applications within service levels and other operational targets.   

• Design, configure, and administer out-of-the-box Salesforce features.  

• Assist in the validation of data updates into Salesforce.  

• Assist in the validation of scheduled recipes in CRM Analytics.  

• Support Sales Ops in creating CRM Analytics dashboards for internal customers.   

• Collaborates with the Operations Leaders to identify opportunities for platform improvements.   

• Performs other related duties as assigned.  Required to perform duties outside of normal work hours based on business needs. 

What You’ll Bring 

• 3-5 years of experience managing Salesforce data including knowledge of SOQL or SQL.    

• Ability to work in Snowflake.  

• Extensive knowledge of Lightning Layouts, Service Cloud, Sales, Cloud, and CRM Analytics.  

• Experience with Flows, Process Builder, Workflows, and Einstein Orchestrator.  

• Lightning Components using the Lightning Design System framework.  

• Self-driven with strong problem-solving skills.   

• Ability to communicate ideas in both technical and user-friendly language.   

• Highly self-motivated and directed, with keen attention to detail.   

• Proven analytical and creative problem-solving abilities.   

• Able to prioritize and execute tasks in a high-pressure environment.   

• Highly organized, detail-oriented, and hands-on work style.   

• Strong customer service orientation.   

• Ability to work in a team-oriented, collaborative environment. 

• Preferred Certifications: 

  • Salesforce Administrators Certification  

  • Salesforce Advanced Administrators Certification  

  • Salesforce Business Analyst Certification  

  • Salesforce Lightning Experience Specialist (Trailhead Super Badge) 

Pay Range: $82,925 - $110,525 Annually  

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.    

#ST2 

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.