Salesforce CRM Support Analyst

FM Conway Ltd; Sevenoaks; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Salesforce CRM Support Analyst to join their dynamic IT team. This role involves delivering application maintenance and support services while customizing the Salesforce platform to drive business value. The ideal candidate will possess extensive application support experience, strong analytical skills, and a customer-focused mindset. With a commitment to innovation and excellence, this family-run business offers a supportive environment where you can thrive and develop your career. If you're passionate about technology and eager to make a difference, this is the perfect opportunity for you.

Benefits

23 days holiday plus bank holidays

Private healthcare

Contributory pension scheme

Life assurance

Access to free on-site gym

24-hour advice lines

Support from in-house mental health first aiders

Qualifications

• Extensive experience in application support and strong analytical skills.
• Expertise in SQL and exceptional communication abilities.

Responsibilities

• Deliver application maintenance and support services to users.
• Configure and automate Salesforce solutions to enhance business value.

Skills

Application Support

Analytical Skills

SQL

Interpersonal Skills

Communication Skills

Customer Focus

Education

Formal Qualifications in IT

Tools

Salesforce

Ticketing System

Job description

Thank you for your interest in a role at FM Conway.

Please complete all the fields and add any supporting information to the form below. If your application meets the job’s requirements, then one of the team will be in touch soon to discuss the next steps.

About My Application

• I confirm I have the right to work in the UK
• I confirm that my details are complete and correct
• Job Title: Salesforce CRM Support Analyst
• Job Reference: LM1227373SevSCSA

Job Description

FM Conway is currently recruiting for a Salesforce CRM Support Analyst to join our IT Team. In this role, you will deliver application maintenance and support services to users while customising the Salesforce platform to enhance business value. This is a full time, permanent position based from our head office in Sevenoaks, Kent.

The duties of the Salesforce CRM Support Analyst will include:

1. Logging, prioritising and managing IT support requests in the ticketing system
2. Providing 1st and 2nd line support for CRM applications diagnosing and resolving issues
3. Investigating and resolving application errors, data discrepancies and user queries to ensure seamless operation
4. Monitoring system interfaces daily to maintain optimal performance and align with operational needs
5. Configuring and automating Salesforce solutions to solve business problems and deliver value, including building reports and dashboards tailored to business requirements
6. Collaborating with stakeholders to define system requirements, review upcoming releases, assess impacts, and implement necessary changes
7. Maintaining up to date troubleshooting documentation, managing routine data backups and ensuring all work adheres to established standards and procedures

What skills and experience do you need?

We are seeking a candidate with extensive experience in application support, strong analytical skills to recognize key patterns and trends, and expertise in SQL. The ideal candidate will have exceptional interpersonal and communication skills and will be capable of influencing and engaging with stakeholders at all levels. You will be able to demonstrate strong persuasion, motivation and interpersonal skills, with the ability to foster cooperation across diverse teams and senior management. A customer-focused and commercially aware mindset is essential.

What benefits will you receive?

At FM Conway we offer various career development opportunities and we support our employees towards studying for formal qualifications. You will receive 23 days holiday plus bank holidays, private healthcare, contributory pension scheme and life assurance. We will also offer you a range of health and well-being benefits including 24-hour advice lines, access to our free on-site gym at our head office in Sevenoaks and support from our in-house mental health first aiders.

A brief introduction to FM Conway and our Information Technology Division

FM Conway is a family run business with over 60 years’ experience of creating sustainable and innovative transportation solutions. We pride ourselves on our core values, creating a culture around Care, Innovation, Integrity and Excellence. As a family business, the heart of FM Conway has, and always will be, its great people and we are always searching for talented individuals to join our family.

The FM Conway IT team is a friendly and thriving team with ambitious plans for our future. We have a large team of IT support staff which includes Oracle Developers, Infrastructure Engineers, Web/Application Developers, Application Support Analysts, IT Help Desk Engineers and a team of Business Transformation professionals who work on a large range of business improvement projects. Our IT Team work on a variety of projects which include application development, business process change, BAU activities which include supporting our clients’ systems and system configuration, data analysis and integration support. Our 10-year business strategy is based on our 3 pillars of self-delivery, carbon and environment and technology. It is through these three pillars that we will drive greater efficiency and innovation for both FM Conway and our clients.

So if you would like to Join our Family as our Salesforce CRM Support Analyst then please click ‘apply’ today.

Closing Date: 06/02/2025

FM Conway is an award-winning equal opportunities employer. We recognise that our workforce should reflect our diverse communities and we are proudly committed to creating an inclusive culture in which we celebrate and value individuals from all walks of life.

At our heart we are a family that recognises and embraces individuality, so if you are excited about this role but you are unsure if you meet all of the criteria, we encourage you to apply anyway as you may still be the right candidate for this or another role we are recruiting for.

We look forward to receiving your application!