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Support Analyst
Meredith
New York, NY, United States
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Job Title
Salesforce Support Analyst
I. Job Summary
| Major goals and objectives.
The Salesforce Support Analyst is responsible for supporting the implementation of the company’s CRM system--Salesforce.com-- in support of company-wide advertising sales process. This person is a partner to sales, finance, technology and other internal groups. The Salesforce Support Analyst plays a key role in maintaining the health of SFDC tool from a business perspective and provides hands-on, first line support of Salesforce.com to the sales organization.
The role will work closely and on a daily basis with sales reps and assistants to support the Salesforce tool requiring extensive phone skills and contact.
Must be able to work in a team environment with Salesforce support manager as user tickets may be triaged together. Partnership is critical to success of this group.
II. Essential Job Functions
Weight%
Accountabilities, Actions and Expected Measurable Results
40
• Develop Salesforce training plan, prepare training materials, provide informal and formal knowledge transfer, primarily for the Sales workforce.
• Provide internal consultancy to members of the organization to increase understanding and usage of Salesforce
30
• Engage directly with users to understand how they use the system, issues they are having, and ways the system can be enhanced to increase adoption
• Partner with the client and Subject Matter Experts (SME’s) to identify training needs
20
• Track, manage and resolve inbound support requests, issues, and administrative needs of users in a timely manner
• Partner with Technology team to escalate user issues where appropriate, as well as communicate user enhancement requests
10
• Responsible for maintenance of users, including organizational hierarchies
• Build and update reports and dashboards on ad hoc basis
• Participate in system testing of system enhancements
III. Minimum Qualifications and Job Requirements| All must be met to be considered.
Education:
Bachelor’s Degree in Business or MIS disciplines; or directly related field – or equivalent training and/or experience.
Experience:
Minimum 1 year of professional experience in a technology/business related role. Directly related internships may be considered in lieu of professiona experience.
Specific Knowledge, Skills and Abilities:
• Must be able to work in a team environment with Salesforce support manager as user tickets may be triaged together. Partnership is critical to success of this group.
• Ability to multi-task
• Excellent troubleshooting, analysis, and problem-solving skills
• Ability to effectively prioritize and escalate issues as required
• Excellent written and verbal communication; experience with Powerpoint is a must
• Prior experience with Salesforce preferred
• Ability to work in a fast-paced, team-oriented environment
• Some off hours support may be necessary
% Travel Required (Approximate):na