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PURPOSE

As the Salesforce Support Analyst you will be the primary contact for all support calls and incidents for the Salesforce CRM platform used across Centaur Media.  You will work with users to identify solutions to issues encountered by the users using your skills and knowledge as a Salesforce Administrator to correctly diagnose problems and the appropriate actions to rectify them.  In addition, you will liaise and work with our third line support developers as the solution requires.  This is a hands-on role requiring a proficient Salesforce administrator who is able to understand the business processes and system set-up, has good communication skills in liaising with our user base, and is able to use their administration and configuration knowledge in issue resolution.

Key Accountabilities:

  • Has expert knowledge of Centaur Media’s Salesforce solution and the Centaur Media business processes
  • Works closely with users to diagnose and understand issues and service requests
  • Communicates solutions to the user base
  • Analysis of support incidents and service requests
  • Administration of the Salesforce CRM solution, including:
    • User management; profiles, role hierarchy, sharing rules, groups, single sign-on
    • Product and price book management
    • Data management including data loader and Jitterbit
    • Reporting and dashboards
    • Configuration of new fields, page layouts, formulas, validation rules, workflow and maintenance of existing functions
    • Campaigns
    • Salesforce for Outlook
  • Documentation and administration of solution library
    • Documents ‘how to use the system’ processes
    • Documents common support problems and solutions
  • Uses the IT helpdesk to manage support calls
  • Resolves user queries within expected Service Level Agreements
  • Works closely with the outsourced development partner to resolve more complicated issues
  • Actively contributes to the testing of new functional implementations
  • Coaches and trains users on Salesforce functionality and business processes
    • Maintains training documentation
    • Delivers one-to-one, group and remote training
    • Delivers new starter and specialist training modules

Behaviours and Knowledge:

  • 2+ Years Salesforce Sales Cloud experience, including within a sales domain
    • Excellent understanding of Salesforce functionality
    • Salesforce administration/support experience
    • Hands on Salesforce configuration experience would be advantageous
  • A Media background would be advantageous
  • Salesforce Certified Administrator certification would be advantageous
  • Exposure to Salesforce Marketing Cloud (in particular Pardot) would be advantageous
  • Confident with working with large sets of complex data

Success Measures                                   

  • All support calls and incidents resolved within SLA
  • Documented processes and solutions
  • A well trained user base