Salesforce CRM IT Operations Analyst

Johnson Controls; San Pedro Garza García; Presencial; MXN 200,000 - 350,000; Jornada completa

Descripción de la vacante

A leading company in the IT Ops Operations sector is seeking a Salesforce Administrator to enhance user experience and ensure governance on the Salesforce platform. You will support various business functions through effective communication and process improvement initiatives, partnering with multiple stakeholders to optimize CRM operations. Ideal candidates have a background in IT, strong Salesforce experience, and excellent analytical and communication skills.

Formación

• 1-2 years’ experience in a similar role or customer service/support background.
• Experience in Salesforce Administration and governance required.
• Excellent written and spoken English skills are essential.

Responsabilidades

• Support Salesforce governance and maintain best practice standards.
• Manage end-user support requests and coordinate global change management calls.
• Update and create reports and dashboards using Salesforce.

Conocimientos

Salesforce Administration

Data Quality Management

Advanced Excel

Customer Service

Educación

Third Level Qualification in IT/Business Information Systems/Computer Science

Descripción del empleo

What you will do? You will serve as a member of a global IT Ops Operations team to deliver unparalleledservice, support and communication to a diverse group of internal end user and stakeholders across Sales and Marketing organization on the Salesforce CRM platform. This team’s goal and focus is to standardize Salesforce governance and support improving the end user experience on the Salesforce CRM platform. You will support our rapidly growing and dynamic IT Operations teams by listening to our stakeholders and seeking out opportunities for process improvements. You will partner closely, develop and maintain well-coordinated internal relationship with our Service, Sales & Marketing Business User Administrators, Data Administrators, and Business Analysts. Work in close partnership with IT “RUN”, IT “Delivery” teams, IT Business Partners, and Business stakeholders to monitor the progress of CRM changes deployment, highlighting risk, changes in priorities to management. How you will do it?

• Salesforce platform governance support, maintaining best practice standards.
• Function as point of contact and escalation point for any issues related to Salesforce.
• Manage and resolve support requests, issues, and escalations from end-users including Salesforce User Provisioning/Deprovisioning.
• Maintain, monitor and enforce IT Controls Audit Narratives.
• Coordinate and facilitate global multi stakeholder calls on change management.
• Ability to effectively communicate with people at all levels of the business as well as IT.
• Update, maintain, and create customized reports and dashboards for different departments and management using Salesforce, MS Office and ServiceNow.
• Complete Salesforce trailhead training and continuous development.
• Assist in managing and updating the documentation repository for processes, governance, and support.
• Engage in ad hoc projects, including development initiatives that enhance the team's productivity.

What we look for? Essential

• Third Level Qualification or equivalent work experience pertaining to IT / Business Information Systems / Computer Science or similar
• Experience in Salesforce Administration, governance and support or with another CRM/ERP
• Excellent written and spoken English
• Skills in data import/export, data quality, and data maintenance. Understanding of data quality management principles.
• Advanced Excel skills with ability to analyze data, create reports, and dashboards to support business decisions.
• 1 -2 years’ experience in a similar role or customer service/support background

Preferred

• Experience with data quality analysis tools a plus.
• Salesforce Administrator Certification is highly preferred.
• Familiarity with ITIL standards and support operations is a plus