Salesforce Support Specialist for an international IT Hub

Agrupa Global Talent; Barcelona; On-site; EUR 32,000 - 52,000; Full time

Job summary

Agrupa Global Talent in Barcelona is seeking a Salesforce-focused IT Support professional to join the IT HUB. You will provide second-level support for incidents, manage user requests, and assist with applying changes across the global systems.

Working with an international team, you will contribute to monitoring, problem management and knowledge sharing, while following ITIL guidelines to ensure stable operations and continuous improvement.

Qualifications

• 1–2+ years of Salesforce application support experience.
• University degree in Information Technology or a related field.
• Experience in IT support tasks or IT projects.
• Experience handling support ticketing systems is preferred.
• Knowledge of ITIL is a plus.

Responsibilities

• Provide second-level support for incidents and irregularities in systems.
• Manage user requests via ticketing tools within SLA levels.
• Assist users with functional questions about applications.
• Interface between BC units and development/infra teams for new systems.
• Identify possible system improvements and drive them within the SDO team.
• Monitor business processes and manage event handling/escalation.
• Provide training to end users and collaborators when required.
• Notify users and teams about serious incidents and changes in procedures.
• Develop test plans with BC and Business.
• Apply CSI and quality assurance measures.
• Follow guidelines for Incident, Problem and Knowledge Management.

Skills

Salesforce support

Analytical thinking

ITIL knowledge

Education

Bachelor's degree in Information Technology or related field

Tools

Support ticketing systems

Job description

A leading international retailer with 570,000 employees worldwide in 33 different countries and over 13,700 stores, has stablished in Barcelona an IT HUB as part of his IT division, responsible for the selection and provision of IT infrastructure, IT platforms and business applications.

With our agile mentality we are looking for people that is willing to make an impact on projects and solutions used worldwide by millions of customers.

Agrupa Global Talent collaborates with our client to attract the best talent for its ITHUB located in Barcelona. We are looking for open-minded colleagues with passion for technology. We offer you diverse and exciting career opportunities in a dynamic work environment that stands for development and progress. We are looking for candidates who contribute their innovative ideas and go-getter mindset to tackling future challenges.

If you feel ready and think this opportunity is for you, we would be happy to meet you.

Job Objectives

The objective of the position is to offer a 'Second Level' support service to solve irregularities and incidents in the systems, managing requests and giving support to the international users. The employee works independently on the continuously improvement process to optimize support and stabilize the systems (e.g. by setting up monitoring)

• Manage requests from users registered in the ticketing tools, maintaining the levels established in the SLA's, eg: authorization access, Customizing, Job Planning
• Give support to users in functional questions about the respective applications.
• Answers questions about processes and the status of the systems
• Acts partly as an interface between the BC units and the business units responsible for the development and implementation of new systems and the infrastructural operation of systems
• Identifies possible system improvements and drives them within the SDO team (e.g. by means of operational problem management)
• Controls, plans and is responsible for processing in the systems with a business background and coordination within the SDO
• Monitoring business processes (from operational planning and the development of suitable monitoring to event handling/escalation processes)
• Identify system problems (recurring incidents) and work proactively to solve them.
• Operational knowledge management (Provide training to end users, collaborators or BC's when required)
• Notify users, BCs and/or other teams about serious incidents in the system and any change in procedure.
• Test Activities (Develops test plans together with BC and Business)
• Quality assurance measures (CSI)
• Work following the established guidelines regarding Incident Management, Problem Management and Knowledge Management processes.

Job requisiments

• Proven experience on Salesforce application support is needed (1-2 years minimum). Salesforce certifications will be very valued
• Desired University degree in Information Technology or similar
• You have already professional experience in Support tasks or IT projects
• Ideally you have experience handling Support Ticketing Systems
• It motivates you when you familiarise yourself with new topics
• You are characterised by strong analytical skills, networked thinking, and an affinity with process optimisation
• You enjoy working in an international team
• You are results oriented, and demonstrate a ‘can-do' attitude – adaptability, flexibility and resourcefulness
• Knowledge in ITIL is a plus

What we offer

• You will be part of an international team composed of people from different countries and backgrounds, where you will be able to share your experience and knowledge to achieve the team's vision and objectives.
• On top of this, as team member of the Development area, you’ll have a personal follow-up with your management team to help you understanding all business-related questions and guide you in your professional career.
• Our team: Internationally diverse, highly motivated, with confidence in our product
• We offer a competitive compensation and benefits package: lunch vouchers, health and dental insurance, transport, wellbeing, language classes, etc.