Job Opportunities at Jellyfish Online Marketing

Job Description

About the Role 

The Operations team is responsible for the core processes and technology to create the ONE Jellyfish way of working. This is an exciting opportunity to work for a company who are currently undergoing a major business transformation, underpinned by significant investment in their technology.

We are looking for a Salesforce Support Analyst to join our team. We have recently implemented a Salesforce and Financial force platforms and we need a support analyst / engineer to diagnose and resolve issues within salesforce or the integrated systems.

Your role

• Respond to support requests providing 1st & 2nd level of technical support, documenting resolutions to support requests daily, and escalating tickets as needed in ServiceNow & JIRA
• Resolve bugs in the setup, configuration, work on change management on Sales Cloud 
• Perform basic administrative responsibilities such as user access and permissions through user setup, roles and role hierarchy, profiles, permission sets, public groups, queues, sharing rules and security
• Triage help requests raised by Users/ Super Users and diagnose whether the system is/ isn't working as intended and identify which component(s) of the system needs to be remedied
• Support enhancement requests, development projects and work on delivery with Salesforce Administrators 
• If required, coordinate across multiple support teams for website, system integrations, data quality, if the incident relates to non-salesforce components
• Create, update and SOPs or admin training to help avoid future incidents or speed up resolution.
• Create and update the knowledge base documentation for self service issue resolution

Qualifications

What you’ll need to be successful in this role

• Extensive experience providing 1st & 2nd line support of Salesforce
• Proven experience of diagnosing issues from error codes, logging, debugging in Flows
• Experience with Salesforce Sales Cloud
• Salesforce Administrator Certification
• Experience of Support Desk platforms and workflows- ServiceNow & JIRA
• Nice to have: FinancialForce and CPQ Experience
• Nice to have: at least one of the following Salesforce Certifications- Advanced Administrator, App Builder, CPQ Specialist

Additional Information

Advantageous

• You are customer-service and solution oriented
• You are able to work in fast-paced environment, alone or in a team
• You are analytical minded and results oriented
• You are resourceful and "touch everything"
• You are proactive and curious
• Flexible working
• Annual Bonus
• Anniversary Increase
• Training and Development
• Life Assurance
• Flexible working
• Annual Bonus
• Anniversary Increase
• Training and Development
• Life Assurance
• Employee Assistance Programme - Counseling

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Job Description

Your role

• Design, prototype, build, document, and support solutions for Salesforce Sales Cloud, Salesforce CPQ, FinancialForce and associated systems that support global business requirements and processes
• Respond to support requests providing 2nd & 3rd  level of technical support, document resolutions to support requests daily, and escalating tickets as needed in ServiceNow & JIRA
• Own functional tasks and deliverables, including: testing, training, reporting, support, and continuous improvement for Salesforce
• Work with businesses to review operational procedures, identify inefficiencies and design, and develop and configure customizable and scalable processes and solutions
• Establish and implement best practices regarding system maintenance, configuration, development, testing, and data integrity.
• Create system operation dashboards, reports, and statistics that support data-driven decision-making and process improvement across the organization
• Work closely with the team of Salesforce administrators to build and deliver projects and provide technical systems, support integrations to third-party applications, and end-user support and training
• Review upcoming Salesforce release features as well as other integrated applications and provide recommendations when necessary to enhance efficiency and productivity
• Create and manage standard and custom objects, fields, formulas, and page layouts
• Create custom reports and dashboards
• Complete bulk data imports and exports
• Maintain data integrity through routine data cleansing and deduplication processes

Qualifications

What you’ll need to be successful in this role

• 2-3 years experience as a Salesforce Administrator or Technical Consultant 
• Salesforce Administrator & Sales Cloud Certification
• Experience working with Salesforce Sales Cloud
• Deployment experience and working in Sprints
• Intermediate spreadsheet skills (pivot tables, lookups)
• Demonstrated analytical skills and comfort with data and metrics
• Understanding of relational database concepts and data management
• Flexibility to meet continuously changing priorities and challenges
• Excellent project management, organizational and follow-through skill set
• Strong critical thinking and analytical skills
• Excellent communication and people skills
• Ability to manage multiple priorities in a fast-paced environment
• Nice to have: experience with CPQ & FinancialForce
• Nice to have: Salesforce Certifications- Advanced Administrator, App Builder, CPQ Specialist