Overview
USD 62,800.00 - 94,200.00 per year
Full Time
Skills
Issue Resolution
Documentation
Project Documentation
POC
Acceptance Testing
Collaboration
Customer Service
Information Systems
Computer Science
Writing
User Stories
Technical Writing
Communication
Management
Agile
Sprint
ADO
Microsoft Outlook
Microsoft Office
Microsoft Excel
Salesforce.com
Cloud Computing
Customer Relationship Management (CRM)
Workflow
Incident Management
Microsoft
Forms
Oracle Linux
Financial Services
Retail
Law
Insurance
Taxes
Job Details
Our Company
We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It's an exciting time to be a part of H&R Block!
What you'll do...
Work Environment: Standard Office Environment
Special Physical Requirements: Negligible
Travel: Less than 5% of the time
Support, enhance, and optimize Salesforce-based tools and processes used by Customer Care agents. Collaborate cross-functionally to gather and refine requirements, develop and validate declarative updates, and ensure successful production deployment. Facilitate team ceremonies, maintain documentation, and ensure timely responses to support issues while aligning deliverables to organizational goals.
1
Serve as a key point of contact for day-to-day Salesforce enhancements and issue resolution related to Customer Care agent tools.
2
Gather and refine business requirements through intake processes, stakeholder meetings, and ongoing ceremonies.
3
Write high-quality user stories with clear acceptance criteria and required documentation in ADO.
4
Execute light declarative Salesforce development (e.g., field updates, picklist changes, basic flows) within IT guardrails.
5
Coordinate UAT testing with stakeholders, validate changes, and document outcomes prior to production deployment.
6
Participate in team standups, sprint planning, grooming, and retrospectives to ensure prioritization and visibility.
7
Monitor shared support inboxes and respond to production issues, escalating when necessary and documenting actions taken.
8
Maintain and update project documentation and track all progress through established ADO processes and Microsoft Teams.
9
Serve as Primary or Secondary POC for larger initiatives, managing communications, UAT coordination, and timeline adherence.
10
Partner with IT, stakeholders, and other internal teams to ensure proper alignment on project requirements and priorities.
11
Own and facilitate biweekly stakeholder touchpoints with cross-functional partners outside of the Customer Care organization to ensure visibility, alignment, and progress updates on active initiatives.
What you'll bring to the team...
Education:
Bachelor's degree in Business, Information Systems, Computer Science, or equivalent combination of education and relevant experience.
Work Experience:
Minimum of 2-3 years of related experience in a systems analyst, business analyst, or CRM/Salesforce-focused role.
QUALIFICATIONS
Minimum Requirements
It would be even better if you also had...
Preferred Qualifications
Why work for us
Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You'll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.
Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person's race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
Pay Range Information
The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.
Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.
Pay Range
$62,800.00 - $94,200.00/Yr.
Sponsored Job
#LI-REMOTE
We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It's an exciting time to be a part of H&R Block!
What you'll do...
Work Environment: Standard Office Environment
Special Physical Requirements: Negligible
Travel: Less than 5% of the time
Support, enhance, and optimize Salesforce-based tools and processes used by Customer Care agents. Collaborate cross-functionally to gather and refine requirements, develop and validate declarative updates, and ensure successful production deployment. Facilitate team ceremonies, maintain documentation, and ensure timely responses to support issues while aligning deliverables to organizational goals.
1
Serve as a key point of contact for day-to-day Salesforce enhancements and issue resolution related to Customer Care agent tools.
2
Gather and refine business requirements through intake processes, stakeholder meetings, and ongoing ceremonies.
3
Write high-quality user stories with clear acceptance criteria and required documentation in ADO.
4
Execute light declarative Salesforce development (e.g., field updates, picklist changes, basic flows) within IT guardrails.
5
Coordinate UAT testing with stakeholders, validate changes, and document outcomes prior to production deployment.
6
Participate in team standups, sprint planning, grooming, and retrospectives to ensure prioritization and visibility.
7
Monitor shared support inboxes and respond to production issues, escalating when necessary and documenting actions taken.
8
Maintain and update project documentation and track all progress through established ADO processes and Microsoft Teams.
9
Serve as Primary or Secondary POC for larger initiatives, managing communications, UAT coordination, and timeline adherence.
10
Partner with IT, stakeholders, and other internal teams to ensure proper alignment on project requirements and priorities.
11
Own and facilitate biweekly stakeholder touchpoints with cross-functional partners outside of the Customer Care organization to ensure visibility, alignment, and progress updates on active initiatives.
What you'll bring to the team...
Education:
Bachelor's degree in Business, Information Systems, Computer Science, or equivalent combination of education and relevant experience.
Work Experience:
Minimum of 2-3 years of related experience in a systems analyst, business analyst, or CRM/Salesforce-focused role.
QUALIFICATIONS
Minimum Requirements
- Strong knowledge of Salesforce declarative functionality (e.g., fields, flows, profiles, page layouts).
- Experience writing and managing user stories, acceptance criteria, and technical documentation.
- Excellent communication skills; able to engage effectively with stakeholders at various levels.
- Strong organizational and prioritization skills; able to manage multiple competing tasks.
- Familiarity with Agile methodology, sprint ceremonies, and ADO or similar work tracking tools.
- Demonstrated ability to troubleshoot issues and escalate appropriately.
- Comfortable working both independently and collaboratively in a remote/hybrid environment.
- Proficient in Microsoft Teams, Outlook, and Office Suite (especially Excel and Word).
It would be even better if you also had...
Preferred Qualifications
- Experience supporting Salesforce Service Cloud or similar CRM platforms.
- Familiarity with H&R Block systems and agent workflows.
- Basic understanding of IT deployment processes and environments.
- Exposure to incident response and outage communications.
- Experience using Microsoft Forms or other intake platforms.
Why work for us
Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You'll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.
Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person's race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
Pay Range Information
The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.
Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.
Pay Range
$62,800.00 - $94,200.00/Yr.
Sponsored Job
#LI-REMOTE
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.