Business Application Support Technician

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About This Role:
Reporting to the manager, Business Applications Support Technician, this person will be part of a team that supports our business applications. (Salesforce, PeopleSoft, ScheduleOnce, Seismic, etc.). This person will work with sales operations, sales enablement, and business applications development teams to ensure smooth support for all Forrester employees as well as promoting and enhancing business process though the efficient and advanced use of these applications.

The Business Applications Support Technician will provide first-level support to the users of these systems. The Business Applications Support Technician will liaise with help desk, technical operations, business application development, and product development managers (PDM) on all levels of reported issues and requests for enhancements that flow into the business applications support desk. Additionally, the technician will assist with QA and deployment of new features and functionality.

Job Description:

• Provide day-to-day support for Forrester business applications (SalesForce, SalesForce reporting, PeopleSoft, etc.).
• Handle and escalate issues in accordance with interdepartment SLAs.
• Act as a liaison between users and the development teams for reported issues or bugs.
• Effectively advocate for process changes by ensuring that business process initiatives and associated application updates or enhancements are clearly communicated to all impacted business units and users.
• Assist the Salesforce development teams with testing of new releases/enhancements and features/functions.
• Set up and provision new users in their respective applications.

Job Requirements:

• Strong academic record with B.A./B.S. degree.
• Three to five plus years' experience supporting business applications, specifically Salesforce.
• A strong understanding of (or willingness to learn) business processes as it pertains to business applications.
• Experience supporting PCs, Windows, and Office a plus
• Excellent customer service orientation and professional presentation qualities.
• High knowledge and aptitude for technology.
• Excellent problem-solving and trouble-shooting skills.
• Excellent oral and written communication skills.
• Ability to work in a dispersed team environment, manage multiple projects, and meet deadlines.

Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidate's primary work location, experience, training, education, and credentials.

Base salary range: $62,000 - $112,000

For employees based in Washington State, the percentage listed here is an estimated bonus target as a percentage of base salary, in accordance with the Forrester Employee Bonus plan. Individual and company performance, as well as other eligibility criteria, will determine the actual incentive amount.

Bonus target: 5%

For information on benefits, please visit: https://forresterbenefits.com/

The application deadline is May 31, 2025. Please refer to the job posting on Forrester.com careers page if the deadline has been extended

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Here at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester's recruitment process. If you would like to discuss a reasonable accommodation, please reach out to accommodationrequest@forrester.com.

Forrester Research, Inc. is an Equal Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.

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