Salesforce Support & BI Analyst

Job Posting: Salesforce Support & BI Analyst

Company: Nanosonics

Location: United States

Work Arrangement: Remote

Travel Requirements: Occasional travel may be required.

Employment Type: Full-Time

Compensation: $90,941 - $113,676; STI 5%

Nanosonics improves the safety of patients, clinics, their staff and the environment by transforming the way infection prevention practices are understood and conducted and introducing innovative technologies that deliver improved standards of care. Nanosonics is a company that specializes in the development of innovative solutions for the automated reprocessing of reusable medical devices.

Today, Nanosonics has a global presence with offices across Australia, Canada, the United States of America, Europe, the United Kingdom and Japan. Global HQ is located in Macquarie Park, Sydney, where all Research & Development, Manufacturing and Corporate functions reside. The US Corporate HQ is located in Indianapolis, IN.

Position Purpose

The Salesforce Support & BI Analyst supports the North American commercial organization through two equally weighted areas of responsibility: Salesforce end-user support (50%) and business intelligence and analytics (50%). The position combines practical user assistance, training, and governed data maintenance with the development, maintenance, and ongoing management of Power BI reports and dashboards.

Reporting to the Sr. Manager, Commercial Operations - Sales Systems & Analytics, this role strengthens system adoption, data quality, and visibility into commercial performance. The position works closely with the Salesforce Architect, who owns system architecture, objects, fields, layouts, record types, validation rules, and automation. The role follows established data governance and access controls, documents user needs, and supports testing of Architect-led changes. Priorities are managed to maintain the intended balance between user support and analytics.

Core Responsibilities

Salesforce End User Support 50%

• Serve as the first point of contact for Salesforce end-user support for North American commercial teams, helping users navigate the system and complete routine business activities.
• Triage and track support requests, gather examples, reproduce issues, and resolve routine questions using approved procedures; escalate configuration, automation, access, and integration issues to the Salesforce Architect or IT.
• Work closely with the Salesforce Architect to follow data governance rules, approved workflows, security requirements, and change controls; route requests for objects, fields, layouts, record types, validation rules, and automation to the Architect.
• Provide onboarding, refresher training, and practical guidance on Salesforce processes; partner with super users to reinforce consistent system use and adoption.
• Support users with lead, account, contact, opportunity, and quoting activities, helping them understand required information and resolve routine process questions.
• Perform data imports, updates, and cleanup only within delegated permissions and approved procedures; validate results and coordinate exceptions with the Architect and data owners.
• Help users access and use approved Salesforce reports, dashboards, and list views; prepare operational reporting within established standards and escalate changes requiring Architect review.
• Document user requirements and recurring issues for the Salesforce Architect; assist with user acceptance testing, validate business scenarios, and communicate approved changes to users.
• Coordinate user onboarding, role changes, and offboarding requests with the Architect or IT, following established access approval processes.
• Maintain user guides, support records, and process documentation; identify recurring training needs and recommend improvements to the Architect and Commercial Operations leadership.

Business Intelligence and Analytics 50%

• Develop, maintain, enhance, and support Power BI dashboards and reports used by Sales, Commercial Operations, and other North American business functions.
• Build and maintain data models, Power Query transformations, and DAX measures that translate approved reporting requirements into reliable business information.
• Combine and analyze data from Salesforce, Microsoft Dynamics 365, AcuityMD, NanoLake/Snowflake, and other approved commercial sources.
• Produce recurring reporting on revenue, units, product mix, customer and territory performance, pipeline, and other agreed commercial measures.
• Perform ad hoc sales, market, account, and opportunity analyses; summarize trends, exceptions, and findings to support business decisions.
• Support pipeline and forecasting analytics, territory planning, and evaluation of commercial programs, promotions, and product launches.
• Validate and reconcile reporting across Salesforce, D365, Finance, and other sources; investigate discrepancies with data owners and business partners.
• Maintain Power BI reporting assets, including refresh monitoring, troubleshooting, access administration, and documentation within established governance.
• Partner with the Sr. Manager and Finance to maintain common metric definitions and reporting standards; help users understand reports, measures, filters, and findings.
• Improve reporting efficiency and data quality through approved automation and AI-enabled tools, with appropriate validation and human review.

Experience & Qualifications

Required Qualifications

• Bachelor's degree in information systems, business analytics, business, or a related discipline, or an equivalent combination of education and relevant experience.
• Hands-on experience supporting Salesforce Lightning users, including system navigation, lead and opportunity processes, account and contact data, quoting workflows, reports, and dashboards.
• Experience troubleshooting user issues, documenting support requests, providing training, and performing approved data imports, updates, and data-quality checks.
• Working knowledge of Salesforce permissions, data governance, and change controls; ability to collaborate with a Salesforce Architect, follow approved procedures, and support user acceptance testing.
• Demonstrated experience developing and supporting Microsoft Power BI reports and dashboards, including data modeling, Power Query, DAX, and effective data visualization.
• Understanding of commercial measures such as revenue, units, pipeline, forecast, attainment, customer performance, territory performance, and market opportunity.
• Ability to translate user needs into clear requirements for the Salesforce Architect and business reporting needs into practical reports, dashboards, and analyses.
• Strong troubleshooting and analytical skills, including the ability to investigate system issues, data discrepancies, trends, and root causes.
• Ability to communicate with technical and non-technical users, provide practical training, and balance end-user support requests with recurring analytical work.

Preferred Qualifications

• Three (3) or more years of relevant experience across Salesforce user support, sales operations, business intelligence, or commercial analytics, with demonstrated hands-on capability in both Salesforce support and Power BI; healthcare or medical device experience preferred.
• Advanced Microsoft Excel skills and experience combining, reconciling, and validating data from CRM, ERP, and data warehouse sources; D365 or Snowflake experience preferred.
• Experience maintaining Power BI refreshes, workspaces, and report access within established governance; working knowledge of SQL preferred.
• Microsoft Power BI certification preferred; Salesforce certification or formal Salesforce training is an advantage.
• Experience using approved automation or AI-enabled tools to improve system support, analysis, or reporting efficiency preferred.

Candidates are encouraged to apply even if they do not meet every preferred or nice-to-have qualification.

Nanosonics is committed to fostering a diverse, inclusive, and equitable workplace where everyone feels valued and respected. We welcome applicants of all backgrounds and strive to ensure equal opportunities in recruitment, development, and advancement. We uphold the principle of equal pay for equal work and actively work to eliminate any unexplainable pay gaps. If you’re passionate about contributing to an environment where diversity thrives, we encourage you to apply.