Job Details: Junior CRM Technical Analyst
Full details of the job.
Vacancy Name: Junior CRM Technical Analyst
Vacancy No: VN243
Employment Type: Full-Time
Business Name: PayPoint Network Ltd
Location:
What will you be doing?
As a Junior CRM Technical Analyst, you are part of a team helping to support systems which are essential to looking after our Merchants and Retailers. You will work with the Business and CRM Team to ensure incidents are resolved and requirements are delivered in a timely and efficient manner. The role is principally responsible for triaging incidents and requests and managing the support activities of all applications and systems used to support and run the business that fall within the remit of CRM Services. This includes but is not limited to, CRM (Salesforce) and PayPoint Back Office (including legacy applications). A key focus of the role is to drive down the number of incidents and deliver excellent service to our business users who serve the Retailer and Merchants community.
What would we like from you?
* Understand and triage tickets that come into the CRM and Handepay teams.
* Using ServiceNow as our ITSM tool to monitor and triage Incidents and requests.
* Providing excellent customer service and taking time to understand the needs of our customer base.
* Support processes for all CRM systems (including Salesforce, Integration services and back office systems).
* Ensure that all change from the CRM Delivery team that is transitioned into production has the right controls and processes in place to be effectively supported.
* Work with the Support Team to deliver business change on Salesforce and back office systems.
* Champion knowledge share and learning within the CRM Services and to our business users.
* Working in a fast-paced support team to help drive the delivery and technical competency of the team and the product forwards.
* Support and Manage user profiles, roles, permission sets, assignment rules, and license needs.
* Create and customize standard and custom objects including fields (including formula fields), page layouts, security rules, workflow and validation rules in conjunction with the wider team and design authority.
* Monitor data quality, integrity and user adoption as part of the wider application support team.
* Implement, and administer best practices with regards to system maintenance, security, release management, improvements, data integrity, duplicates, backups, etc.
It would be great if you already have…
* Experience in supporting Salesforce.com instances.
* Knowledge and experiences with Sales and Service clouds.
* Experience of working within a support team.
* SQL Server (T-SQL).
* Good communication skills; both written and verbal.
* Team Player with a can-do attitude.
What can we do for you?
This position offers a mix of remote-based working and onsite working in our head office in Welwyn Garden City.
* Holiday purchase scheme, with 25 days holiday plus bank holidays as standard.
* On-site gym at our office (Free), and nationwide corporate rate gym membership.
* Online benefits portal where you can access lots of deals, discounts - for example of shopping or holidays.
* Contributory company pension scheme.
* Progression and Development.
* Private medical insurance.
* Life assurance of 3 x annual gross salary, with the option to purchase additional cover.
* You’re also able to purchase a range of benefits at a discounted rate including, critical illness cover, bicycles via our Cycle2Work scheme, dental insurance and TasteCard dining discount card.
We’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PayPoint.
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