Senior Support Analyst SalesForce.com, BI
Do 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:
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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
Production
Responsible for all Tier 3 & 4 escalations which relate to the enhancement of existing
functionality and small project requests
Act as a project lead on Tier 3-4 case escalations
Offer guidance and mentoring to the other Technical Support Analysts
Undertake development of SFDC reporting tools, systems documentation and technical
process flows
Support the Head of CRM Support & Development to implement a tailored and scalable
Salesforce solution
SKILLS REQUIRED:
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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
administration
Proficiency with Salesforce.com configuration including creation of standard and custom
objects and fields etc.
Experience with enterprise API tools such as, DataLoader, Excel Connector, etc. is
desirable
Experience in the gathering of user requirements and the translation into technical
requirements
Experience leading on the technical design, implementation and UAT testing of small
projects
Strong knowledge of business processes and best practices
Motivated self- starter and shows initiative with ability and drive to perform in a very fastpaced environment, able to multitask and adapt to changing priorities.
A strong team player with good communication skills
Analytical problem solver with strong attention to detail.
Experience in Agile development methodology/Scrum is desirable
Strong 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@informa.com quoting reference SFDC/Analyst