Job Title: IT Analyst Salesforce Support Analyst
No. of Positions: 02
Job Type: Permanent
Salary Per annum: £31,577 - £41,922 (Depending on experience)
Job Ref No: STSSF1025
Job Location: Swindon, Wiltshire (SN2)
Job Work Hours: 37.50 Hours per week, Flexible work hours
Job Responsibilities
- Act as the first point of contact for Salesforce-related issues and user support requests.
- Troubleshoot and resolve user issues related to Salesforce functionality, data, and access.
- Maintain user roles, profiles, permissions, and security settings.
- Monitor and manage data integrity, deduplication, and cleanup activities.
- Support integration with third party applications and tools (e.g., marketing, ERP).
- Analyze and document business requirements for enhancements or configuration changes.
- Create and manage reports, dashboards, and data exports for stakeholders.
- Collaborate with Salesforce Admins, Developers, and Architects on system improvements.
- Test new Salesforce features, updates, and deployments before production release.
- Manage sandbox environments, data loading (using Data Loader or similar tools), and backups.
- Train users and create user guides, documentation, and knowledge base articles.
- Monitor system performance and user adoption metrics; recommend improvements.
- Assist in implementing automation using workflows, process builders, or flows.
- Stay up-to-date with Salesforce releases and assess impact on current setup.
- Ensure compliance with data governance and security policies.
- Ability to manage multiple support tickets and enhancement requests efficiently.
Skills Required
- 3 years or above of experience in Salesforce support, CRM analysis, or similar role.
- Strong understanding of Salesforce platform features including Sales Cloud and Service Cloud.
- Hands on experience with user management, profiles, roles, sharing rules, and permission sets.
- Proficient in Salesforce tools such as Data Loader, Flow Builder, and Reports/Dashboards.
- Experience with Salesforce configuration (validation rules, page layouts, custom objects, etc.).
- Familiarity with Apex, SOQL, and Lightning components (basic knowledge sufficient for support role).
- Ability to document processes, procedures, and training materials clearly.
- Excellent analytical and problem solving skills.
- Strong communication and stakeholder management skills.
API Tools
- Postman
- Ping API
- ReadyAPI
Databases
- Microsoft SQL Server
- Oracle 10g
- Microsft Access
Ticketing tools
- JIRA
- ServiceNow
- Confluence
Educational qualification
- Bachelors degree or above