Product Support

Guidant Global; Stafford; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading global workforce provider is seeking an IT Professional to support business processes and systems. The ideal candidate will have 2-3 years of experience in an IT or Salesforce-related role, strong troubleshooting and project management skills, and a desire for continuous improvement. This position requires liaising with internal and external stakeholders to resolve issues effectively.

Qualifications

• 2-3 years of experience in an IT or Salesforce-related role.
• Understanding of incident, problem change and release management processes.
• Stakeholder management skills.

Responsibilities

• Manage time and tasks efficiently without constant supervision.
• Lead and motivate cross-functional teams during development projects.
• Liaise with product vendor regarding bugs and feature requests.

Skills

Strong Troubleshooting skills

Informed Decision Making

Relationship Management

Effective Communication

Time Management

Continuous improvement

Project Management

IT Proficiency

Salesforce Administrator (Admin 201)

ITIL

Education

Salesforce Admin 201 (ADX201)

Btech / A level (technical or sciences)

Tools

Servicenow

JIRA

Job description

RESPONSIBILITIES

Managing Self

• Takes initiative to identify and address issues before they escalate
• Manages time and tasks efficiently without constant supervision
• Owns outcomes and follows through on commitments
• Adjusts quickly to changing priorities and environments
• Works independently to achieve goals
• Assess and focus on high-impact tasks
• Finds solutions and makes decisions using available resources
• Seeks feedback and opportunities for self-improvement
• Keeps stakeholders informed and asks for help when needed
• Focuses on delivering outcomes rather than just completing tasks

Managing Others

• Leads and motivates cross-functional teams during development projects
• Facilitates collaboration and effective communication among team members and stakeholders
• Provides clear direction, sets expectations, and ensures accountability for deliverables
• Supports team members' professional growth through coaching, feedback, and knowledge sharing
• Manages conflict constructively and fosters a positive, inclusive team environment
• Coordinates resources and schedules to meet project milestones and objectives
• Acts as a liaison between technical and non-technical teams to ensure alignment and understanding
• Encourages innovation, continuous improvement, and adoption of best practices within the team

Interacting with Others

• Utilises tact, diplomacy, and strong negotiation skills to foster positive working relationships and resolve conflicts
• Actively participates in daily standup meetings, project planning sessions, and other collaborative forums
• Adapts communication style to suit diverse audiences and situations
• Provides timely and constructive feedback to colleagues and stakeholders
• Practices active listening and ensures mutual understanding in all interactions
• Maintains professionalism and confidentiality in all communications

CUSTOMERS

External Customers / Suppliers

• Liaises with product vendor regarding bugs and feature requests under guidance

Internal Customers

• Collaborates with internal teams within the Haz business and DB&T to resolve issues
• Communicates clearly and effectively with internal teams, customers, and external partners
• Provides basic product advice and recommendations
• Refers complex or out-of-scope requests to Product Lead
• Provides product support and guidance to internal users
• Participates in cross-functional projects as required
• Hosts workshops with the business and documents minutes and assigns actions
• Responds to and resolves customer queries and supports tickets
• Escalates second-level help desk tickets as needed
• Provides product demonstrations and user training under guidance
• Maintains professional written and verbal communication
• Gathers and documents customer feedback for product improvements
• Liaises with customers via various communication channels

SUSTAINABILITY

• Develops understanding of product's role in the processing of Hazardous Waste
• Works towards becoming a subject matter expert in product deployment for environmental considerations

SKILLS / BEHAVIOUR / EXPERIENCE

Skills

• Strong Troubleshooting skills - Proficient
• Informed Decision Making - Proficient
• Relationship Management - Proficient
• Effective Communication - Proficient
• Time Management - Proficient
• Continuous improvement - Proficient
• Project Management - Proficient
• IT Proficiency - Proficient
• Salesforce Administrator (Admin 201) - Proficient
• ITIL - Desirable

Behaviour

• Integrity
• Adaptability
• Customer Focused
• Innovative
• Self motivated
• Respect
• Resilience
• Decision Making
• Problem solving

Experience

• Knowledge of Waste Management or Utilities (desirable)
• Proven experience in business processes, systems and data
• Proven experience in systems support

QUALIFICATIONS

Essential

• 2-3 years of experience in an IT or Salesforce-related role
• Salesforce Admin 201 (ADX201)
• Btech / A level (technical or sciences)
• Understanding of incident, problem change and release management processes
• Stakeholder management skills

Desirable

• Experience working with Servicenow
• Knowledge of the ITIL Service Management Framework
• Experience working with JIRA
• Additional Salesforce Certifications (Sales / Service Cloud)

KEY RISKS

(Refer to the specific risk assessments)

LINK / DOCUMENTATION

• Office Working Risk Assessment
• Display Screen Equipment (DSE) Procedure .pdf

TRAINING & DEVELOPMENT

Essential

• Mentoring and coaching on applications and systems

Developmental

• Discuss with your Manager and People Development Business Partner your areas for development - Product Lead in 3-5 years