Description
Hello,
For my client based in Lyon (France), I am looking for a Global Solutions Support Analyst (Salesforce).
Job Purpose:
- Ensure 2nd level support for global solutions
- Handle incidents/bugs and service requests effectively and efficiently meeting the agreed SLA's and achieving customer service expectations
- Communicate relevant and accurate information on high priority & critical incident in timely manner to agreed stakeholders
Main Accountabilities/Measured On:
- Agreed SLA/OLA for global solutions in scope
- Satisfaction of the end-users and Business Customers via customer surveys and other forms (interviews, external reviews, benchmarks, )
Stakeholders:
- Subject Matter Experts
- External Partners, suppliers
- System owners, platform owners
- Local Service Desk Managers and Agents
- Key users
- Business partners
- Security, Risk and Compliance
Main Tasks & Responsibilities:
- Diagnose, troubleshoot and resolve incidents/bugs raised by local Service Desks
- Fulfill service request including setup, system & security administration, user & access management
- Manage high priority & critical incidents (Troubleshooting, resolution & communication)
- Assign ticket to next level of support if required
- Follow up with third party incidents if needed
- Coordinate user communications
- Document known errors, workarounds, resolutions, requests fulfilment procedures in the knowledge base
- Transfer knowledge to local Service Desks
- Analyze, create and assign Problem tickets
Personal Attributes:
- Strong team player
- Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and team work
- Ability to act under strong pressure and to manage efficiently crisis situation
- Ability to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
- Excellent communication skills, written and oral
Professional & Leadership Experience:
- Minimum 2 years of experience in a Functional Analyst role
- Knowledge in SalesForce Administration and set-up
- ITSM tool knowledge such as ServiceNow is an advantage
Education & Training
- Education in IT
- SalesForce Admin Certification is an advantage
- ITIL v3 Certification is an advantage
Minimum Requirements:
- Good to excellent command of French & English
Please come back to me with CV and Rate if this role is a fit for you.