Salesforce Analyst

Job Description: Salesforce Analyst

Responsibilities:

Support & Maintenance:

Register, diagnose, troubleshoot, and resolve L1/L2 Salesforce.com related issues, providing timely and effective solutions with an understanding of the business needs.

Conduct analysis on how to increase support experience.

Support Monitoring & Vendor Management:

Monitor the list of all open tickets and work with vendors on issues resolution within defined SLAs.

Documentation:

Maintain up-to-date system documentation, including user guides, best practices, and technical notes.

Feedback Loop:

Collaborate closely with IT product owners to provide feedback on potential improvements or adjustments based on user feedback and system analytics.

Security & Compliance:

Ensure that user permissions, roles, and profiles are maintained appropriately in line with the company's data security and compliance guidelines.

Continuous Improvement:

Regularly revise existing support processes and suggest recommendations on how to improve them further.

Desired Skills and Experience:

University degree in Computer Science, Information Systems, or equivalent.

Good command of written and spoken English.

Experience in IT in a large multinational company or a company providing services to multinational companies.

2 years+ experience in an IT support role.

2 years+ experience with Salesforce.com products, especially Salesforce Service Cloud (SFSC) and Salesforce Commerce Cloud (SFCC).

At least one year of experience in vendor management.

Strong problem-solving skills and the ability to work under pressure.

Exceptional communication skills, with the ability to translate complex technical issues into an understandable manner.

Strong communication skills, work independence, assertiveness, process orientation, and self-driven.

Ability to think "outside the box" and be a quick learner.

Knowledge of ITIL or other IT service management frameworks is advantageous.

Knowledge of the following tools: Jira, ServiceNow, Confluence.

Team: No direct reports.

Contract: Opportunity to extend the contract in the future.

Budget: 15,000 AED / month.