Senior Operations Support Analyst at Tiaa

This is a Non-Employee Contingent Worker Role providing services for TIAA’s family of companies and will be employed by TIAA's preferred 3rd Party Supplier. As a Non-Employee CW, perform a variety of moderately complex business planning, support, and project-related duties. Demonstrates an exceptional standard of quality and holds themselves accountable to achieving excellent results.

This role will sit onsite, likely in a hybrid capacity, at the location(s) listed in this posting.

The anticipated term of this engagement will be 24 months. This term could be extended based on company business needs.

CW-Information Systems Analyst IV
The Lead Systems Analyst oversees the installation, configuration and maintenance of the organization's operating systems. This job approves information systems designs and ensures they are appropriate for users' needs and are consistent with the overall design of the organization's information systems architecture. This job manages large projects and is recognized as the Systems expert on the team that solves complex issues that arise.

Key Responsibilities and Duties

• Approves of system scope through existing knowledge and fact-finding that informs the development or modification of complex information systems. groups, aiming to improve business results.
• Oversees changes to existing system logic difficulties and documentation as necessary.
• Approves flow charts, models, and procedures and feasibility studies to design possible system solutions.
• Approves technical documentation to guide system users and to assist with the ongoing operation, maintenance, and development of the system.
• Evaluates all system constraints, implications and consequences of various proposed system changes.
• Creates procedures to solve complex problems that considers items such as computer equipment capacity and limitations, operating time, and form of desired results.
• Estimates the costs of system solutions and prepares project plans to provide input into decisions about prioritizing projects and allocating IT resources.
• Coaches and delegates work to lower level professionals.
• Collaborate with various IT teams and business partners to research, design, develop, test, and deploy marketing review application and reporting metrics for the Compliance business area.

Educational Requirements

• Bachelor's Degree or Equivalent Experience Required

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
8IC

Position Overview:

Seeking a skilled Salesforce Support Analyst with strong problem-solving abilities and expertise across Salesforce platform and MuleSoft integration solutions. This role provides expert-level support to internal users while ensuring optimal system performance and seamless enterprise integrations.

Key Responsibilities:

• Technical Support: Serve as primary contact for complex Salesforce and MuleSoft issues; diagnose, triage, and resolve incidents within SLAs while documenting solutions
• Platform Administration: Manage user accounts, profiles, roles, permissions, custom objects, fields, and validation rules; conduct system audits and optimize performance
• MuleSoft Integration Support: Troubleshoot Anypoint Platform integrations, monitor API health, resolve connectivity issues, and ensure data synchronization across systems
• Salesforce Ecosystem Management: Support Sales Cloud, Service Cloud, and Experience Cloud; troubleshoot automation tools (Process Builder, Flow, Workflows); maintain reports and dashboards
• Collaboration: Partner with business users and development teams; translate technical concepts; participate in release management and testing
• Continuous Improvement: Identify process optimization opportunities; stay current with Salesforce releases; recommend best practices; contribute to documentation and training

Required Qualifications:

Experience: 5-8 years in Salesforce administration and support with MuleSoft integration experience

Technical Skills:

• Strong Salesforce administration proficiency (security model, data management, customization)
• Working knowledge of MuleSoft Anypoint Platform and API management
• Experience with SOQL, Data Loader, REST/SOAP APIs
• Basic understanding of Apex and Visualforce for troubleshooting
• Familiarity with version control and change management

Core Competencies:

• Exceptional analytical and problem-solving abilities
• Excellent communication skills with ability to explain technical concepts to diverse audiences
• Strong attention to detail and ability to manage multiple priorities
• Customer-service oriented with collaborative mindset

Preferred Qualifications:

• Salesforce Administrator certification (ADM 201)
• Additional certifications: Platform App Builder, Service Cloud Consultant, MuleSoft Developer
• Experience with Einstein Analytics, Agile/Scrum, and DevOps practices

Working Conditions:

Occasional after-hours support for critical issues and release deployments; schedule flexibility required based on business needs.

Start Date: 01-Dec-2025

End Date: 31-Dec-2027

Travel Required: No

Anticipated Posting End Date:

2025-11-07

Base Pay Range: $49.76/hr - $80.57/hr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.

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Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Our full EEO & Non-Discrimination statement is on our careers home page, and you can read more about your rights and view government notices here.

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If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team: 

Phone: (800) 842-2755

Email: [email protected]

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