Salesforce Support Analyst

NTT DATA Europe & Latam; Birmingham; On-site; GBP 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a Salesforce Support Analyst to enhance their Salesforce services for a prominent public sector client. In this dynamic role, you will be pivotal in maintaining and developing Salesforce applications, ensuring seamless service transitions, and fostering strong relationships with stakeholders. The ideal candidate will possess in-depth knowledge of Salesforce configurations, along with exceptional problem-solving skills. Join a collaborative team that values diversity and continuous learning, offering you the chance to grow in a supportive environment while making a real impact in the tech landscape.

Benefits

Flexible work options

Learning and Development opportunities

Health and wellbeing benefits

Diversity and Inclusion initiatives

Qualifications

• Proven experience in Salesforce configurations and troubleshooting.
• Strong analytical skills and attention to detail.

Responsibilities

• Maintain and configure Salesforce applications and solutions.
• Troubleshoot and resolve issues to provide quality client solutions.

Skills

Salesforce Sales Cloud

Salesforce Service Cloud

Salesforce Experience Cloud

Salesforce Flows

Salesforce Lightning

Version Control

CI/CD Deployment

Jira

Confluence

Mulesoft

Education

Salesforce Administrator Certification

Salesforce Platform Developer I Certification

Salesforce App Builder Certification

Tools

Bitbucket

Salesforce

Job description

Join to apply for the Salesforce Support Analyst role at NTT DATA Europe & Latam

The Salesforce L2 Support Analyst will be responsible for undertaking support, maintenance, and development tasks on the Salesforce estate for a large NTT DATA client in the public sector. This role will lead the service, from taking transition of the Salesforce estate from the current team to helping establish a fully fleshed out service.

The person playing this role will build working relationships with key client, incumbent, and NTT DATA stakeholders, including other NTT DATA technical support and engineering teams.

The role will report into the Service Delivery Manager for the respective NTT DATA account along with being part of the Applications Management practice.

For this role you MUST either hold or can be cleared for SC and NPPV3 clearance.

What you'll be doing:

1. Maintain Salesforce applications and configurations using Sales, Service and Experience Cloud
2. Perform hands-on configuration and troubleshooting of solutions
3. Build/maintain efficient, reusable, and reliable documentation
4. Identify bugs and devise resolutions to these defects
5. Work alongside to provide the client with quality solutions to complex problems
6. Work across a varied technical stack
7. Some travel to NTT DATA offices in London/Birmingham and occasional travel to client site in Southern England may be required

What experience you'll bring:

1. Experienced with Salesforce Sales, Service and Experience Cloud Configurations
2. Experience working with Salesforce Flows (e.g., screen flows, triggered flows, API flows)
3. Experience working with Salesforce Lightning Record pages (e.g., dynamic forms, conditional visibility, advanced layouts, buttons/links/actions, Record Types)
4. Awareness of Salesforce custom objects / custom fields (including complex formula fields and managing lookup relationships, picklist management)
5. Awareness of Salesforce List Views, Related Lists, Reports
6. Or equivalent low-code/business data modeling SaaS/application experience with an aptitude to quickly learn and adopt new technology
7. Experienced with version control and some form of CI/CD deployment pipeline (preferably Bitbucket)
8. Jira / Confluence or equivalent workflow / online documentation
9. Ideally qualified with certifications: Salesforce Administrator (essential), Salesforce Platform Developer I (preferred), Salesforce App Builder (desirable)
10. Strong troubleshooting and problem resolution skills
11. Experience with platform monitoring and maintenance
12. Experience of integration technologies (preferably Mulesoft)
13. Share knowledge inside the technical team, promote engineering culture
14. Attention to detail, client-facing experience, results-oriented, analytical thinking
15. Experience working in a fast-paced environment
16. Confident leader with excellent communication and interpersonal skills
17. Ability to engage project and service stakeholders up to a senior level with confidence
18. Strong analysis and troubleshooting capability
19. Methodical approach to problem solving and attention to detail
20. Effective time management skills; ability to work on multiple tasks simultaneously with prioritization due to shifting priorities, workloads, and deadlines

Who we are:

We’re a global business that empowers local teams, undertaking exciting work that is genuinely changing the world. Our portfolio includes consulting, applications, business process, cloud, and infrastructure services, enabling you to achieve great things with brilliant colleagues and clients on exciting projects.

Our inclusive work environment prioritizes mutual respect, accountability, and continuous learning, fostering collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organization. We are proud to have various Inclusion Networks such as: Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network, and Parent Network.

For more on Diversity, Equity, and Inclusion, please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA

What we'll offer you:

We provide tailored benefits supporting your physical, emotional, and financial wellbeing. Our Learning and Development team offers continuous growth opportunities, and flexible work options are available.

More information about NTT DATA UK & Ireland can be found here: https://uk.nttdata.com/

We are an equal opportunities employer committed to equity and diversity. As a Disability Confident Committed Employer, we guarantee an interview to applicants declaring a disability during the application process who meet minimum role requirements. Please inform us of any reasonable adjustments needed during recruitment. Join us in building a truly diverse and empowered team.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting