CRM Cloud Support Analyst Opportunity

Remuneration:	Basic salary
Location:	Cape Town
Type:	Permanent
Reference:	#1505401

 

Job description

Global asset management concern based in Cape Town is looking for a CRM Cloud support analyst to join their team.

Key

responsibilities (to include but not limited to):

• MS

  and IFM are busy implementing SalesForce Service Cloud across their business.

 

• This

  tool will be a replacement of existing tools and therefore results in a major

  change to the business’ day to day operations.

 

• Proper

  implementation and subsequent support and growth of this tool is vital and

  requires someone to perform the items listed below:

SalesForce

first line support

• Ensure

  all user queries regarding SalesForce are prioritised and attended to in a

  timeous manner

 

• Manage

  SalesForce access control i.e. starters and leavers.

 

• Differentiate

  between first level support and system enhancement requirements and escalate

  these appropriately with the rest of the team

 

• When

  required, assist users with reporting and dashboard requirements

 

• Ensure

  that new enhancements (internal and product) are being correctly adopted by the

  business

 

• Ensure

  that SalesForce remains “clean” i.e. no duplicate data, unused reports, unused

  fields

 

• Provide

  support and guidance to business heads and their teams in their responsibility

  of managing the client data

Training

• Ensure

  relevant training material is being produced and maintained

 

• Assist

  with super user training and support

 

• Ensure

  the smooth transition of any new functionality into the business through

  communication, group training sessions etc.

Testing

• Assist

  with testing of new functionality

 

• Assist

  the SalesForce super users with their User Acceptance Testing

General

• Work

  with the client group solutions team to ensure that SalesForce and its usage is

  optimised

 

• Create

  and maintain strong relationships with the global, external CRM community

Risk

and compliance responsibilities

• Adhering

  to the in-house code of ethics which forms part of

 

• Employment

  contract, and which includes the following key

 

• policies:

  Management of conflicts of interest, treating clients

 

• Fairly,

  confidentiality of client and business information, handling of

 

• inside

  information, personal account dealing, disclosure of

 

• Outside

  interests, provision or receipt of gifts, entertainment,

 

• Events

  or other benefits

 

• Ensuring

  attendance at compliance training sessions, as well as completion of EvokeIT

  electronic training.

 

• Adhering

  to the conflicts of interest and confidentiality policies and advising

  compliance of any possible issues.

 

• Maintaining

  client confidentiality, and ensuring that client data is protected, encrypted,

  transported securely and is stored away each evening and if sensitive

  information, that it is locked away.

 

• Ensuring

  keeping up to date on procedures and best practice relevant to job

  responsibilities, to avoid operational losses/operational risk events from

  crystallizing.

 

• Ensuring

  appropriate level of training and threshold competence levels are maintained.

 

• Being

  alert to possible and actual breaches of procedures and regulators rules and

  reporting them to the line manager and Compliance, and where applicable to

  Operational Risk

 

• Being

  alert to possible and actual complaints from investors/client and reporting

  them to the manager and Compliance timeously via SharePoint

Requirements

• Previous

  experience in a “helpdesk” environment

 

• Minimum two year

  experience with a CRM tool. SalesForce experience is advantageous

 

• Understanding of

  relational databases

 

• Two years of industry

  experience.

 

• Strong proficiency

  in Microsoft Office products (Excel, PowerPoint)

Posted on 26 Jun 17:05         APPLY NOW