Support Analyst SalesForce.com, IBI

Do you have experience inSFDC or CRM Administration, are you looking for a new challenge?

Informa, a global business information company, is seeking a passionate technical support executive to join us as a CRM Support Administrator/ Analyst focused on Salesforce (SFDC). Sitting within the Business Systems Team you will support the full lifecycle implementation and maintenance of SalesForce across IBI Group by administering SalesForce and supporting end users.

Reporting to theHead of SFDC Support and Development this role encompasses both the technical support of the system, gathering user requirements and translating into technical specifications, as well as executing parts of configuration. Thereby accelerating sales growth and maximising the lifetime value of all customer relationships.

KEY RESPONSIBILITIES:

  • Responsible for resolving all Tier support queries, that relate to user set-up, technical changes, fixes and the support of projects; resolving issues directly or escalating further where necessary.
  • The gathering of requirements for existing and future SalesForce practices, processes and systems, across all end user functions.
  • The translation of requirements into technical specifications for SalesForce System Administrators and Developers
  • Personally, or with the SalesForce Development team, or other System Administrators configure the SalesForce platform in line with technical requirements and ensure all testing scripts, UAT and system documentation is developed and maintained
  • Delivering trainer support through the development of reporting tools, system documentation and process flows.
  • Supporting the Head of CRM Support & Development to implement a tailored and scalableSalesForce solution that is used consistently across the IBI Group
  • Ensuring that changes and initiatives within the CRM department are responsive to the changing needs of the IBI organization
  • Identifying and streamlining/eliminating activities that reduce the effectiveness of SalesForce
  • Maintenance of the necessary levels of accreditation to be authorised to perform system admin tasks on IBI’s SFDC implementation

SKILLS REQUIRED:

  • Previous experience of user support for SalesForce for Unlimited editions essential (preferably at amulti-dimensional organization)
  • SalesForce ADM201 accreditation is highly desirable
  • Proficiency with Salesforce.com configuration including creation of standard and custom objects and fields etc.
  • Experience with enterprise API tools such as, DataLoader, Excel Connector, etc. is desirable
  • Experience in the gathering of user requirements and the translation into technical requirements
  • Experience in the creation and execution of test documentation and assets throughout the project lifecycle to support the resolution of defects
  • Strong knowledge of business processes and best practices
  • Motivated self- starter and shows initiative with ability and drive to perform in a very fast-paced environment, able to multitask and adapt to changing priorities.
  • A strong team player with good communication skills
  • Analytical problem solver with strong attention to detail.
  • Experience in Agile development methodology/Scrum is desirable

Strong training and development opportunities’ exist for the right candidate to grow their SFDC support experience in a project management focused environment. To apply, please send your CV and covering letter to quoting reference SFDC/Analyst