Commercial Data Support Analyst - Ticketing System

No 3rd Parties!!! This is a long term REMOTE contract with our fortune 100 client. We need someone on the East Coast or Central USA. We have been working with this client for over 20 years and you will be joining our team of 50+ professionals. Role Summary: We are seeking a highly organized and detail-oriented Commercial Data Support Analyst to manage and optimize incoming support requests related to Salesforce data management. This role is critical in ensuring data accuracy, timely resolution of issues, and seamless communication across business units in a large-scale commercial environment. Responsibilities • Own and manage the centralized ticket queue for Salesforce data-related requests, ensuring timely triage, prioritization, and resolution • Act as the primary point of contact for data support inquiries across sales, marketing, operations, and other business teams • Review, validate, and process requests involving data updates, deduplication, imports, and data corrections • Maintain strict adherence to data governance policies, standards, and best practices • Collaborate with Salesforce administrators, business SMEs, data stewards, and IT teams to resolve complex issues • Monitor queue performance metrics (SLAs, response times, backlog) and drive continuous improvement • Identify recurring issues and recommend process enhancements or automation opportunities • Document processes, workflows, and resolutions to build a scalable knowledge base • Provide training and guidance to end users on proper data management practices Required Qualifications • 3–5+ years of experience in Salesforce support, CRM operations, or data management • Strong working knowledge of Salesforce (data model, reports, workflows, and data import tools) • Experience managing ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar) • High attention to detail with a strong focus on data accuracy and integrity • Proven ability to manage high-volume request queues in a fast-paced environment • Strong analytical, problem-solving, and organizational skills • Excellent written and verbal communication skills Preferred Qualifications • Salesforce administration experience • Experience in large, matrixed commercial organizations • Familiarity with data governance frameworks and compliance standards • Experience with data tools (e.g., Excel advanced functions, data enrichment tools, ETL platforms) • Background in process improvement methodologies (Lean, Six Sigma, etc.) Key Competencies • Ownership & accountability • Attention to detail • Customer service mindset • Process optimization • Cross-functional collaboration • Time management and prioritization Success Metrics • SLA adherence and ticket resolution times • Reduction in data errors and duplicate records • Queue backlog management and efficiency • Stakeholder satisfaction and feedback • Process improvements implemented Education & Experience • Bachelor’s degree in a related major Soft Skills: Excellent communications skills, Ability to Lead and Guide Discussions with Business Partners, Confidence, Proactive Nature, Ability to understand scope and ask the right questions, organized, detail oriented, process oriented