Salesforce Support - #2167546

Salesforce Support

Inside IR35 - Onsite in London initially with remote working available after

We are looking for an experienced Salesforce Support Analyst /Administrator to join an established technology team on an initial 3-month contract. The role will focus on providing hands-on technical support across Salesforce and a wider ecosystem of highly integrated enterprise services.

You will be responsible for diagnosing underlying causes, carrying out fault finding and delivering effective resolutions to incidents and service requests across critical business systems.

• Provide hands-on technical support, fault finding and incident resolution across Salesforce and connected enterprise services.

• Diagnose underlying technical issues and identify root causes, rather than simply resolving symptoms.

• Support Salesforce CRM and Reservations, voice services, integrations, payments and client-facing platforms.

• Work across complex integrations, including MuleSoft, to investigate and resolve issues spanning multiple systems.

• Act as a key point of escalation for Salesforce and connected business systems.

• Provide technical support for the implementation and deployment of updates, releases and system changes.

• Fulfil service requests, incidents and enhancements raised through the Sales Service function within agreed SLAs and KPIs.

• Investigate issues across system integrations and work collaboratively with internal technical teams to drive incidents through to resolution.

• Work closely with third-party vendors and service providers responsible for supporting business-critical systems.

• Maintain clear and accurate incident records, technical documentation and resolution details.

• Identify recurring issues and contribute to continuous improvement of Salesforce support processes and system reliability.

• Use appropriate Salesforce tools and diagnostic techniques to investigate and resolve issues efficiently.

• 2+ years' proven experience supporting Salesforce within a complex business or enterprise environment.

• Strong hands-on experience with Salesforce CRM and troubleshooting production issues.

• Experience supporting highly integrated enterprise services and investigating issues across multiple systems.

• Practical experience using Salesforce Inspector to investigate data, identify issues and support incident resolution.

• Experience troubleshooting Salesforce integrations and APIs.

• Good understanding of integration technologies and middleware; MuleSoft experience would be highly desirable.

• Experience working with third-party suppliers, vendors and service providers.

• Proven ability to work within defined SLAs, KPIs and IT service management processes.

• Strong analytical and problem-solving skills, with the ability to diagnose root causes and deliver practical solutions.

• Comfortable working as an escalation point for complex technical incidents.

• Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.

• Salesforce administration or relevant Salesforce certifications.

• Experience supporting Salesforce releases and production deployments.

• Knowledge of Salesforce Service Cloud, Sales Cloud or industry-specific Salesforce solutions.

• Experience working with payment integrations, telephony/voice platforms or customer-facing portals.

• ITIL or other recognised service management experience.

• Experience working within a fast-paced enterprise support environment.

Salesforce Support

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

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