Salesforce Support Analyst

3 weeks ago

Johannesburg, South Africa Jellyfish Full time

Company Description

Jellyfish is your digital partner. We support and drive digital transformation by providing the right technology, strategy and training.

We are one of the world’s fastest-growing number of talented people across our expanding global network. We are Google’s leading global partner. And our close relationship is growing where we are, what we do and how we deliver it. And to do this, we want to grow our skillset. We’d like you to join our journey as ONE Jellyfish.

**Job Description**:
**About the Role**

The _Operations_ team is responsible for the core processes and technology to create the ONE Jellyfish way of working. This is an exciting opportunity to work for a company who are currently undergoing a major business transformation, underpinned by significant investment in their technology.

We are looking for a Salesforce Support Analyst to join our team. We have recently implemented a Salesforce and Financial force platforms and we need a support analyst / engineer to diagnose and resolve issues within salesforce or the integrated systems.

**Your role**
- Respond to support requests providing 1st & 2nd level of technical support, documenting resolutions to support requests daily, and escalating tickets as needed in ServiceNow & JIRA
- Resolve bugs in the setup, configuration, work on change management on Sales Cloud
- Perform basic administrative responsibilities such as user access and permissions through user setup, roles and role hierarchy, profiles, permission sets, public groups, queues, sharing rules and security
- Triage help requests raised by Users/ Super Users and diagnose whether the system is/ isn't working as intended and identify which component(s) of the system needs to be remedied
- Support enhancement requests, development projects and work on delivery with Salesforce Administrators
- If required, coordinate across multiple support teams for website, system integrations, data quality, if the incident relates to non-salesforce components
- Create, update and SOPs or admin training to help avoid future incidents or speed up resolution.
- Create and update the knowledge base documentation for self service issue resolution

**Qualifications**:
**What you’ll need to be successful in this role**
- Extensive experience providing 1st & 2nd line support of Salesforce
- Proven experience of diagnosing issues from error codes, logging, debugging in Flows
- Experience with Salesforce Sales Cloud
- Salesforce Administrator Certification
- Experience of Support Desk platforms and workflows
- ServiceNow & JIRA
- Nice to have: FinancialForce and CPQ Experience
- Nice to have: at least one of the following Salesforce Certifications
- Advanced Administrator, App Builder, CPQ Specialist

Additional Information
**Advantageous**
- You are customer-service and solution oriented
- You are able to work in fast-paced environment, alone or in a team
- You are analytical minded and results oriented
- You are resourceful and "touch everything"
- You are proactive and curious

**_

**_ Equal Opportunity Employer:_**_ Jellyfish is committed to making adjustments in our recruitment process to enable you to demonstrate your full potential. Should you require reasonable accommodation, please fill out the form _here_._
- Flexible working
- Annual Bonus
- Anniversary Increase
- Training and Development
- Life Assurance
- Employee Assistance Programme - Counseling

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