Role Description Join ICF’s IT Modernization Team — Where Innovation Meets Impact - ICF’s IT Modernization division is a fast-growing, dynamic technology organization. - We are seeking a motivated Help Desk Analyst to support a portfolio of Salesforce projects with our federal customer. - As part of our award-winning team, you’ll work directly with customers to troubleshoot application issues, provide guidance on how to utilize the system, collaborate with ICF’s technology team to resolve issues identified and document new requirements when needed. - This role supports the United States Treasury Common Services Center – Technology Services (TCSC). What You’ll Do as a Help Desk Analyst - Document, troubleshoot and resolve customer requests via phone, email, ticketing system. - Critically analyze, triage and resolve incidents, problems and requests. - Understand technical end user problems and provide clear and timely resolutions. - Build and utilize decision trees to evaluate and elevate issues to internal teams. - Update knowledge base to ensure procedures and known fixes are up to date. - Ensure SLA’s are met. - Work with operations teams to prepare for releases and create scripts/documentation for customer support. - Gather and supply feedback from customers in a usable format to product teams. - Report incidents and problems to appropriate teams and communicate effectively through product management to the customer. - Assess system and product metrics on a routine basis and produce reports for management. - Provide training and demos related to new processes or application features. - Develop manual testing scripts, test scenarios, and test scripts. - Assist other QA Engineers with functional and regression testing as needed. Qualifications - 1+ years experience working in a customer-oriented service role as a service/help desk engineer working in a Salesforce or other low-code environment. - US Citizenship is required (required by the federal government for this position). - Must be able to obtain Public Trust clearance. - MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply. Requirements - Bachelors or Associate degree, preferred in engineering or IT related field. - Experience building and managing dashboards, a plus. - Experience with Salesforce is a plus. - Functional and Regression testing of low code platforms such as Salesforce.com is a plus. - Must be able to manage work across multiple projects, concurrently. - Excellent communication skills. - Track record of working across multiple teams to resolve issues. - Able to prioritize work to meet deadlines. - Adaptable, dependable and independent. Benefits - Opportunity to work on impactful projects that transform how Federal agencies serve the public. - Collaborative, innovative environment where your ideas are valued. - Growth is encouraged, and your work makes a real difference. Company Description ICF is a global advisory and technology services provider, combining unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. - We are an equal opportunity employer. - Reasonable Accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs. - We will consider for employment qualified applicants with arrest and conviction records.

Role Description We’re growing and looking to hire a Senior GTM Business Analyst who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity. This is a U.S.-based role (remote), and you will serve as the primary U.S. anchor for our global Business Applications team, working closely with stakeholders across Revenue Operations, Marketing Operations, Customer Success, and Support to design and scale our GTM technology stack. Responsibilities - Act as the strategic technology partner for GTM stakeholders. - Partner with executive and senior-level leaders across RevOps, Sales, Marketing, Customer Success, and Support to define and align the GTM technology strategy with business goals, ensuring systems and processes directly support pipeline generation, conversion, and expansion. - Own end-to-end GTM solution design & delivery. - Lead deep-dive discovery sessions, translate complex business requirements into clear functional specifications, and design scalable, intuitive Salesforce- and GTM-stack solutions that support global processes and local business nuances. - Serve as the U.S.-based anchor for Business Applications. - Act as the primary point of contact for U.S. GTM teams, ensuring tight alignment with the Israel-based Business Applications team through effective asynchronous communication, shared roadmaps, and coordinated releases. - Optimize GTM processes and system architecture. - Conduct current-state assessments of GTM processes and data flows, identify gaps, dependencies, and friction points, and recommend future-state designs that streamline lead-to-cash, case management, and customer lifecycle workflows. - Hands-on Salesforce configuration and enhancement. - Configure and enhance Salesforce with a primary focus on Sales Cloud and Service Cloud, including Flows and automation, Case Management, Service Console, Knowledge, and Experience Cloud (Communities), following Salesforce and industry best practices. - Drive change management and user adoption. - Lead change management activities for new capabilities and enhancements: define release plans, communicate changes to stakeholders, collaborate on enablement materials, and establish adoption and success metrics. - Influence and prioritize the GTM technology roadmap. - Evaluate business requests, quantify impact, and influence prioritization across the GTM and Business Applications roadmaps; proactively recommend adoption of relevant Salesforce and ecosystem features based on release notes and product innovation. - Support integrations across the GTM tech stack. - Collaborate on integrations between Salesforce and adjacent GTM tools (e.g., data management, marketing automation, revenue intelligence, customer success platforms, CPQ) to enable a cohesive, data-driven operating model. - Establish high-quality documentation and governance. - Create and maintain clear solution documentation, process maps, and configuration records; contribute to governance standards that ensure system scalability, data quality, and compliance. - Champion data-driven decision-making. - Partner with RevOps and Analytics teams to ensure GTM processes and systems support accurate reporting and dashboards, enabling leaders to track performance, identify bottlenecks, and drive continuous improvement. Qualifications - 5+ years of proven experience in Business Analysis within a technology or SaaS environment, ideally supporting Sales, Marketing, Customer Success, or Support organizations. - Deep understanding of GTM business processes, including lead management, opportunity and pipeline management, account and territory planning, customer onboarding, renewals, and support workflows. - Demonstrated ability to facilitate and drive requirements sessions at the executive level, synthesize input from diverse stakeholders, and translate it into prioritized, actionable roadmaps. - A methodical, problem-solving mindset with a track record of delivering measurable, customer-centric business outcomes through process and system improvements. - Global collaboration experience, including comfort working with distributed teams, asynchronous communication, and time-zone overlap with Israel-based colleagues. - Excellent communication, stakeholder management, and documentation skills, with the ability to switch between business and technical language as needed. - 5+ years of progressive, hands-on Salesforce experience, with strong emphasis on Sales Cloud and Service Cloud architecture and configuration. - Proven ability to configure and support Salesforce Flows and automation (including complex, multi-step flows), Case Management and Service Console functionality, Knowledge Articles and Experience Cloud (Community/Experience Site) configuration. - Familiarity with technologies that integrate into the Salesforce ecosystem (e.g., data management tools, iPaaS solutions, AppExchange products) and experience working with integrated GTM stacks (e.g., Clari, Gainsight, marketing automation platforms, CPQ). - Experience applying business systems analysis skills to other enterprise applications beyond Salesforce, ideally within a GTM or revenue-operations context. - Strong understanding of data quality, governance, and security best practices within Salesforce and related systems. Preferred Qualifications - Salesforce Certifications such as Administrator, Advanced Administrator, Sales Cloud Consultant, or Service Cloud Consultant. - Experience working in a high-growth tech / SaaS environment, ideally with rapidly evolving GTM motions and scaling operations. - Prior experience in a Business Analyst / Product Owner capacity within a Business Applications, RevOps, or Enterprise Applications team. Benefits - Great Place to Work® certified company with a culture rooted in camaraderie, credibility, fairness, and respect. - People first company that prioritizes personal care and support over work. - Stability with continued growth and over 700M$ raised from top tier investors. - Encouragement of a healthy work-life balance with a biannual “ClaroBreak” for rest and recharge. - Commitment to employee development through performance reviews, feedback sessions, and individual development planning. - Transparency and openness through regular company all-hands, town hall meetings, and employee satisfaction surveys. - Hybrid working culture allowing flexibility and a diverse talent pool. Expected Compensation Expected compensation for the role is between $130,000 - $150,000. This is a good-faith estimate but does not include equity. Pay will be by experience level, but those outside of the salary band are welcome to apply. Equal Opportunity Employer Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.

• Design, prototype, and document advanced solutions for Salesforce Order Management and fulfillment to meet evolving business needs. • Lead the translation of complex requirements into detailed functional specifications, ensuring integrated solutions move from design to functional application. • Orchestrate sophisticated integrations using REST/SOAP APIs to connect Salesforce with third-party platforms and middleware. • Provide expert system administration for customized applications, managing complex security settings, custom objects, and automated workflows. • Collaborate closely with cross-functional development teams to facilitate rapid, proactive responses to changing project objectives and global goals.

About the role We are seeking a motivated and detail-oriented Solution Analyst with expertise in Salesforce, experience in Scrum-based development, and proficiency in Salesforce core, Experience Cloud, preferably Health Cloud, and data modeling to join our growing consulting team. In this role, you will act as the bridge between business stakeholders and technical teams, gathering and analyzing requirements, designing Salesforce solutions, and ensuring successful implementation using Agile/Scrum methodologies. The ideal candidate will possess strong analytical skills, a proactive mindset, and a passion for delivering innovative solutions in a consulting environment. Key Responsibilities: - Collaborate with stakeholders to gather, document, and analyze business requirements, ensuring alignment with project goals. - Translate business needs into clear, actionable Salesforce solutions using Scrum principles. - Actively participate in Scrum ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives. - Create workflows, user stories, acceptance criteria, and functional specifications that align with client goals and Salesforce best practices. - Configure Salesforce functionality, including objects, fields, workflows, and automations, to meet business needs. - Work closely with Scrum teams, including developers, administrators, and QA analysts, to deliver high-quality solutions in iterative sprints. - Ensure client feedback is incorporated throughout the development lifecycle. - Conduct user training and create documentation to ensure successful adoption of Salesforce solutions. - Monitor progress against sprint goals, addressing roadblocks and ensuring project delivery on time and within scope. Qualifications - 2-4 years of experience in a business analyst, solution analyst, or similar role on Salesforce projects. - Salesforce Certified Administrator. - Hands-on experience working in Scrum or Agile environments. - Proficiency in Salesforce Experience Cloud and strong data modeling experience. - Experience creating and optimizing complex workflows, automations, and approval processes. - Strong understanding of Salesforce capabilities, limitations, and best practices. - Experience writing detailed user stories and acceptance criteria. - Strong track record of working efficiently and delivery projects on time. - Hands-on Salesforce configuration skills, including workflows, process automation, and reports. - Ability to communicate effectively with both technical and non-technical stakeholders. - Familiarity with Agile tools such as Jira, Azure DevOps, or similar. - Excellent problem-solving, analytical, and critical-thinking skills. - Strong organizational and multitasking abilities. - Creative thinker and has a track record of going above and beyond. - 1+ year of experience in consulting Preferred Skills: - Business Analyst certifications. - Experience with Salesforce Health Cloud. - Experience working in the healthcare provider or payer space. - Experience with data migration and integration tools (e.g., Data Loader, Copado). - Basic understanding of Salesforce development (e.g., Apex, Visualforce, or Lightning Components). - Knowledge of third-party applications in the Salesforce ecosystem (e.g., Pardot, Marketing Cloud). Why Join Us? - Opportunity to work on diverse and exciting Salesforce projects in Agile environments. - Collaborative and inclusive work culture with a focus on professional development. - Supportive environment for skill-building and career growth.