Salesforce Support Analyst

Ø Purpose of Position

• The key objective of the BV Global Performance Center (BV-GPC) is to support BV’s global business performance
• The aim of the BV-GPC is to support global operations (for testing, inspection & certification services), support sales & marketing global functions, support Global Business Lines for existing and new offers, Business process management (back office/ Front office)
• The Salesforce Administrator will work as part of the team dedicated to ensuring that we are maximizing efficiency and capitalizing on the full features and benefits of SalesForce based on the various user group needs.

• Major Responsibilities

      This incumbent will be responsible for support of Salesforce (CRM) tool for BV Global.

• Work closely with Data Steward and local stakeholders (mainly Salesforce Key User Community) through the deployment process to manage expectations and ensure compliance.
• Issue or Query raised in ticketing tool by Data Steward or Local Key user needs to acknowledged, managed and resolved within the SLA – L1, L2 support
• Major Technical issue needs to be rerouted to the central IT team for L3 support (Saleforce, Flex or Siebel Team). Follow-up for resolution and closure of these tickets
• Efficient Animation with Salesforce user community through SharePoint (communications collaboration tool). Ensure all documents are updated and maintained on the site.
• Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation. related to the change.
• Suggest modifications to the system to increase benefits and usability.
• Create and maintain fields, views, reports, dashboards, campaigns and other Salesforce objects and functions. Create custom objects when necessary.
• Create training materials and train Data steward /Key user/ SF user on new Salesforce functionality via webinars. Create eLearning modules where feasible.
• Update MyLearning/SOP Salesforce functionality after every Sprint release
• Provide support to L3 team on business understanding of the tickets as needed by liaising with the key users or business users.
• Support Assistant Manager on Salesforce deployment & enhancement projects