Sales Force Business Admin Analyst
GB-Essex-Basildon

Description

Salesforce Business Admin Analyst

Location – Dunton, Essex SS15

Annual Salary – Up to £35,260 + Company Benefits + Onsite Parking

Working Hours: Monday – Friday 40hpw between 0830-1700 however flexibility is required.

This role requires you to work 2 days a week on site (flexible with days) and then 1 day per month travelling as required between UK sites and internationally within Europe as per the business needs.

At Percepta, we bring first-class service across each market we support. As an Salesforce Business Admin in the UK, you’ll be a part of creating and delivering amazing support, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing:

The Salesforce Business Admin Analyst is an integral part of the Salesforce EU CRC Business Administration team, supporting users of Salesforce across European CRC hubs. This team will lead the deployment of the Salesforce CRM system across 5 hubs in 2025. The Salesforce Business Admin Analyst, working with Ford management, is responsible for post go live support for all European hubs, generating improvement needed to support the daily operational teams. They will also implement configuration updates to support operational changes across the European Contact centres in conjunction with the Pro Tech lead (IT).

During a Typical Day, You’ll:

Configure permissions for Salesforce users for each hub
Perform users’ administration (the individual will have a European role and European permissions)
Build Salesforce dashboards and create reports for agents, team leads and supervisors to support Operations
Perform initial triage of agent queries/incidents to address where possible or raise incident tickets for Salesforce support team engagement (through JIRA)
Escalate systemic issues as appropriate to Pro Tech / Ford management for resolution
Work with Pro Tech support team and agents to analyse errors or unexpected system behaviour
Provide feedback to QA and Training to improve agent knowledge and system usage
Perform UAT & smoke testing of new functionality or system changes
Provide Operations and management with data extracts and analysis
Act as a liaison between Operations and the Salesforce team to define changes to system requirements
Work closely with the Learning and Development team to build training of new functionality or system changes
Partner with Salesforce dedicated trainer to provide guidance and support to agents in use of the Salesforce application
Support Salesforce AFR process and access to legacy CRM data on request

What You Bring to the Role:

Undergraduate University degree or relevant experience
Salesforce accredited desirable
Mid-level experience as an administrator and data analyst across multiple CRM
Salesforce experience preferred, but not essential if extensive experience with other CRM systems can be demonstrated
JIRA experience preferred, but not essential if experience with other IT ticketing systems can be demonstrated

Skills:

Demonstrated knowledge and experience across multiple CRM
Ability to articulate user needs and to communicate with developers as required.
Quick thinker and ability to take initiative
IT literate (including IT ticketing system such as Rally or Jira)
Knowledge of EU Contact Centre processes
Good problem solving and analytical skills
Organised and able to navigate through multiple requests across several communication channels (Teams, slack, Webex etc.)
Ability to work in a team environment as well as autonomously
Good communication skills

Other:

Able to work to a flexible schedule; may be required to attend US time zone meetings which fall outside of core EU CRC hours
Able to work remotely / hybrid
Regular travel is required between UK sites and internationally within Europe; at least once monthly based on business needs

What You Can Expect:

Life Assurance 4 x annual salary, contributory pension scheme, private medical and comprehensive travel insurance for you and family in line with Scheme rules.
25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
Discounted dental scheme, discounts on brand new vehicles and Employee Assistance Program (EAP).
Free eye test with money towards new prescription glasses.

About Percepta:

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organisation, and we live, breathe, and play by them every day.

As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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Sales Force Business Admin Analyst