Salesforce Support Analyst at Mimecast

Overview

The Salesforce Support Analyst will work as part of the team dedicated to ensuring that we are maximizing efficiency and capitalizing on the full features and benefits of the system based on the various business needs. We are seeking someone with excellent technical and communication skills who can interface directly with internal stakeholders to understand their needs in order to administer and enhance the system accordingly. This person will serve as the "go to" for users, promote adoption, keep current on new releases and AppExchange solutions, provide training, and more. Additionally, the Administrator will perform basic updates, such as add/delete users, and adding basic custom fields.

Key Responsibilities
Responsibilities
Experienced Salesforce resource to assist in Salesforce configuration.

• Provide technical support, maintenance and training for our salesforce users (Help Desk Support)
• Communicate and collaborate with other technical resources and stakeholders regarding status, technical issues and solutions
• Perform ongoing Salesforce administration (create accounts/profile, defining fields, updating layouts, reports, dashboards, etc.)
• Perform configuration tasks such as field/page updates, workflows, and automated approvals
• Monitor Salesforce.com usage for compliance
• Maintain security for Salesforce.com data
• Maintain data quality through ongoing data analysis, record maintenance and other related tasks
• Identify and evaluate new features and functionality related to new releases
• Interface with business analyst and technical staff and be responsible for delivering complete work products
• Research integration issues and work closely with team members and development staff
• Build business users trust and respect, establish relationships, and develop rapport
• Document best practices and operational procedures
• Participate in the testing cycles for new functionality releases
• Work with the leadership team to establish processes to support administrative and change management activities
• Absorb new product and technical capabilities from Salesforce during new product releases and acquisitions

Essential Skills And Experience
Qualifications

• 2+ years of experience as a Salesforce.com administrator
• Strong understanding of the platform with the ability to manage the system, build custom objects, formula fields, workflows and custom views
• Strong understanding of Salesforce.com best practices and functionality
• Ability to work on multiple tasks and deliver results with aggressive timelines
• Ability to work independently and in a fast-paced environment with tight deadlines, with minimal supervision
• Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment (conference calls, Skype, face-to-face)
• Demonstrate self-motivation and the ability to grasp concepts quickly
• Demonstrate sharp, analytical, problem solving and decision-making skills
• Take initiative to recommend process improvements and demonstrate creative thinking
• Knowledge of Agile methodologies
• Active Salesforce certifications or ability to achieve relevant certifications upon hire
• Team player with positive “Can-do” attitude
• Ability to work independently and think creatively

Desirable Skills

• Working knowledge of ERP systems such as NetSuite
• Working knowledge of integration tools such as Dell-Boomi
• Intellectual curiosity and a desire to be challenged
• Great communication skills with enthusiastic personality
• com Certification is preferred