Salesforce Support Analyst

Job Description

Location: LondonDepartment: CFMReports to: Salesforce ManagerAbout the company Centaur Media is an international provider of business information, training and specialist consultancy that inspires and enables people to excel at what they do within the legal and marketing professions. Its award-winning brands include The Lawyer, MarketingWeek, Econsultancy, Influencer Intelligence, Design Week and Creative Review. These are all based on Centaur Medias heritage, reputation and track record of providing essential content.Centaur is listed on the main market of the London Stock Exchange, with offices in London and New York. It has approximately 250 employees and its head office is situated in WeWorks flagship European office on Londons South Bank.About the roleWe are looking for an enthusiastic and driven Salesforce Support Analyst, who has hands-on configuration experience of the Salesforce CRM. You will be the primary contact for all support calls and incidents for the Salesforce CRM platform used across CentaurMedia. 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. This is a hands-on role requiringa proficient Salesforce administrator who can understand the business processes and system set-up. Its key that you have good communication skills in liaising with our user base, and are able to use your administration and configuration knowledge in issueresolution.Who will guide me.The successful individual will report to the CRM Manager.A day in the life of the Salesforce Support Analyst

• You will be responsible for 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

• You will work closely with users to diagnose and understand issues and service requests
• You will communicate solutions to the user base
• You will provide analysis of support incidents and service requests
• You will use the IT helpdesk to manage support calls
• You will resolve user queries within expected Service Level Agreements
• You will actively contribute to the testing of new functional implementations
• You will coach and train users onSalesforce functionality and business processes including:
  • Maintaining training documentation
  • Delivering one-to-one, group and remote training
  • Delivering new starter and specialist training modules

What we need you to have. Experience youll need

• 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

Behaviours and attributes, youll have

• Strong interpersonal and communication skills
• Positive and enthusiastic attitude to work
• Versatility and the ability to adapt to changing circumstances
• High levels of accuracy and attention to detail
• Strong analytical skills
• Excellent organisational and administrative skills
• Ability to work effectively under pressure
• Solutions-oriented

Keyskills :
mediasalesforce2nd line supportsupport analystlightning