CRM Operations Support Specialist

Job Description

The post holder will liaise closely with application specialists within the Integrated IT Operations team to provide an excellent service to all the users of the Salesforce platform.This role is a technical post and involves supporting the specialists in the business areas that use the platform and managing the data feeds into and out of the platform. Requires an individual who can reliably follow procedures to perform technical tasks.Client DetailsWorld leading research institution with access to the latest technology.DescriptionThe CRM Operations Support Specialist, Norwich - fully Remote will ensure;

• Ensure that all support calls are answered within the appropriate timescales and either dealt with or passed through to the appropriate team member.
• Meticulously record and document actions taken when resolving issues.
• Report faults to system suppliers where appropriate, monitoring progress, inform users as appropriate on resolution of faults, chasing resolution of queries that have been passed to members of other teams.
• Undertake routine system maintenance tasks to ensure the continued effective operation of our systems. This will include preventative maintenance tasks and the monitoring of services, using tools such as SCOM and New Relic.
• Set up of user accounts and deciding access levels according to agreed policy.
• Maintain the integrity and security of systems by adhering to ITCS policies (e.g. Data Protection, Security etc.).
• Assist with the production of written procedures and system documentation to support the operation and maintenance of our systems, using tools such as Confluence
• Perform system installations and upgrades as required using established processes.
• Perform application testing, particularly during application upgrades, recording any issues or bugs and escalating these to the appropriate team member.
• Maintain records of user accounts and levels of access on our systems.
• Maintain records of system key performance indicators (e.g. uptime, downtime.).
• Maintain clear documentation on the system architecture and configuration of the Salesforce platform.
• Ensure that all Integrated IT Operations procedures are followed and adhered to.
• Keep abreast of relevant technologies. This may include attendance to user groups and conferences.
• Any other such duties as may be assigned by the Manager commensurate with the grade of the post.
• The role holder may lead small projects or project strands, involving the need to supervise the work of others involved in project delivery.
• The role holder will be expected to recommend developments of relevant systems and to make decisions within their assigned areas of responsibility.
• The role holder will be expected to develop a wide knowledge of their specialist area and to use this knowledge to assist the ITCS leadership and other colleagues in strategic decision making.

ProfileThe CRM Operations Support Specialist, Norwich - fully Remote should have;

• Educated to A-level standard or equivalent. Obtained English and Mathematics GCSE (or equivalent)
• Demonstrable experience in a system support role
• Previous Experience
• Demonstrable experience in a customer facing role
• Demonstrable experience in a system administration role.
• Experience of developing user guides and technical documentation
• Demonstrable oral and written communications skills in English language
• Analytical and problem-solving skills.
• Ability to work independently and within a small team.
• Commitment to the service ethos and user focused
• Ability to work in a demanding environment and to tight deadlines
• Willingness to work outside of normal hours if required.

To stand out, ideally you have some of the below experiences;

• Graduate qualification or professional equivalent in IT or information science
• Experience of programming languages such as C#
• Database development and management experience, including writing simple queries
• Knowledge of using scripting tools to automate jobs and manage data, e.g. PowerShell
• Experience of using version control tools
• Experience of managing data feeds between systems
• Experience of the Salesforce platform

Job OfferThe CRM Operations Support Specialist, Norwich - fully Remote will receive;

• Base salary of up to £30,292 depending on experience
• Remote based position
• Fantastic, comprehensive benefits package

Keyskills :
ConfluenceCRMSecuritySCOMSupportSalesforceNew Relicapplication specialistIntegrated IT Operations