JOB DESCRIPTION - Informa



Senior Support Analyst , BIDo you have experience in SFDC or CRM Administration, are you looking for a new challenge?Informa, a global business information company, is seeking a passionate senior technical support executive to join us as a Senior 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 the Head of SFDC Support and Development this role will encompass both the end user technical support and configuration of the system as well as leading on small projects, gathering requirements and translating them into technical specifications. Thereby accelerating sales growth and maximising the lifetime value of all customer relationships.KEY RESPONSIBILITIES:Responsible for resolving all Tier 1-4 support queries, that relate to user set-up, territory and data management, bugs and maintenance and support of projects tasks in UAT and ProductionResponsible for all Tier 3 & 4 escalations which relate to the enhancement of existing functionality and small project requestsAct as a project lead on Tier 3-4 case escalationsOffer guidance and mentoring to the other Technical Support AnalystsUndertake development of SFDC reporting tools, systems documentation and technical process flowsSupport the Head of CRM Support & Development to implement a tailored and scalable Salesforce solutionSKILLS REQUIRED:Previous experience of user support for SalesForce for Unlimited editions essential (preferably at a multi-dimensional organization) SalesForce ADM201 accreditation is highly desirable- achieved level 1-4 case administrationProficiency with configuration including creation of standard and custom objects and fields etc. Experience with enterprise API tools such as, DataLoader, Excel Connector, etc. is desirableExperience in the gathering of user requirements and the translation into technical requirementsExperience leading on the technical design, implementation and UAT testing of small projectsStrong knowledge of business processes and best practicesMotivated 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 skillsAnalytical problem solver with strong attention to detail.Experience in Agile development methodology/Scrum is desirableStrong 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 IBIrecruitment@ quoting reference SFDC/Analyst ................
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