Salesforce Support & Resolution Analyst — London Onsite

Proactive.IT Appointments Ltd.; Greater London; Hybrid; GBP 65,000 - 74,000; Full time

Job summary

Proactive IT Appointments Ltd is seeking an experienced Salesforce Administrator / Support Analyst for an initial 3-month contract in London, onsite with remote work after. You will provide hands-on technical support across Salesforce and connected enterprise services, diagnosing issues and delivering effective resolutions.

Responsibilities include incident management, working with MuleSoft integrations, and maintaining clear records while adhering to SLAs and KPIs in a fast-paced enterprise

Qualifications

• 2+ years' proven experience supporting Salesforce in a complex enterprise environment.
• Experience troubleshooting Salesforce integrations and APIs.
• Knowledge of Salesforce Service Cloud, Sales Cloud.

Responsibilities

• Provide hands-on technical support, fault finding and incident resolution across Salesforce and connected enterprise services.
• Diagnose underlying technical issues and identify root causes.
• Support Salesforce CRM and Reservations, voice services, integrations, payments and client-facing platforms.
• Work across complex integrations, including MuleSoft, to resolve issues across multiple systems.
• Act as a key point of escalation for Salesforce and connected business systems.
• Provide technical support for the implementation and deployment of updates, releases and system changes.
• Fulfil service requests, incidents and enhancements raised through the Sales Service function within SLAs and KPIs.
• Investigate issues across system integrations and collaborate with internal teams to drive incidents to resolution.
• Work with third-party vendors and service providers.
• Maintain accurate incident records and technical documentation.
• Identify recurring issues and contribute to continuous improvement of Salesforce support processes.
• Use Salesforce tools to investigate and resolve issues efficiently.

Skills

Salesforce Administration

Salesforce CRM

Incident resolution

SLA/KPI compliance

MuleSoft experience

Root cause analysis

Third-party coordination

ITIL/ITSM

Stakeholder communication

Salesforce releases/deployments

Tools

Salesforce Inspector

MuleSoft

Job description

Proactive IT Appointments Ltd is seeking an experienced Salesforce Administrator / Support Analyst for an initial 3-month contract in London, onsite with remote work after. You will provide hands-on technical support across Salesforce and connected enterprise services, diagnosing issues and delivering effective resolutions.

Responsibilities include incident management, working with MuleSoft integrations, and maintaining clear records while adhering to SLAs and KPIs in a fast-paced enterprise