Company Information

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with their customers – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology. Marketo puts Marketing First. Headquartered in San Mateo, CA, with offices around the world, Marketo serves as a strategic partner to large enterprise and fast-growing small companies across a wide variety of industries. To learn more about Marketo’s Engagement Marketing Platform, LaunchPoint® partner ecosystem, and the vast community that is the Marketo Marketing Nation®, visit www.marketo.com.

Job Description

SaaS Production Support Analyst

The Opportunity

We are looking for a SaaS production support analyst to join the Marketo IT Applications team and to take part in our continuing effort to provide excellent service and security to our internal customers and constituents. This position is located in Marketo’s Denver office. Limited travel for training purposes.

Responsibilities: 

• Provide frontline support to IT Applications (Salesforce.com, Intacct, Concur, JIRA, Workday, Xactly, and others) and provide assistance to end users and identify any issues in production
• Create and maintain new end user accounts and maintain and assign user roles
• Maintain schedule jobs and perform troubleshooting on processes and system issues or errors
• Resolve data issues causing integration failures
• Maintain detailed application change request tracking and approvals via Jira ticketing
• Submit and monitor tickets with vendor customer support
• Maintain effective relationships with various system administrators and development teams
• Participate in periodic meetings
• Monitoring IT Applications Support ticket queue in JIRA ticketing application
• Troubleshooting and resolving issues or assigning issues to the appropriate internal expert
• Logging support cases with Vendor Customer Support groups as appropriate
• Following up with Vendors and Internal Business users on status of open issues
• Basic Administration of key CRM (Customer Relationship Management) Application (Salesforce.com), Finance (Intacct), and other internally used Business Applications:
  • Setting up and Disabling User Accounts
  • Setting up User Permissions
  • Maintaining Approval Hierarchies
  • Workflows, Validation Rules, E-mail Alerts
• Proactively monitoring and fixing data issues
• Documentation of Systems Administration Procedures
• Application Testing for Enhancements and bug fixes

Soft Skills 

• Strong interpersonal and communication skills
• Ability to work as part of a team or independently under minimal direction

• Strong analytical and troubleshooting skills
• Attention to detail

Technical Skills:

• Experience as administrator of multiple SaaS software applications is a plus

• Understanding of data structures and databases

Desired Experience: 

• Certification and/or training as Administrator of Intacct, Jira, Concur, Coupa, Workday, Xactly, FinancialForce PSA and/or Salesforce
• Basic understanding of Force.com coding
• Experience with JIRA

• Experience building Salesforce.com reports

Education  Requirements: 

• Bachelor’s Degree in Computer Science, Systems Engineering, Information Technology, Business Administration or closely-related field or equivalent experience

Marketo is an equal opportunity employer.