Salesforce Support Manager

Lorien

Posted on Feb 1, 2024 by Lorien
City, London, United Kingdom
IT
Immediate Start
£600 - £650 Daily
Contract/Project

Salesforce Support Manager

3 months initially

Outside IR35 (LTD Company)

Hybrid working (2 days a week in London)

Our client an Insurance Broker are currently looking to recruit a Salesforce Support Manager to join them on a 3-month contract. This Salesforce Support Manager is responsible for coordinating day to day application and service support of the Salesforce platform through managing and leading a technically proficient, customer service focused Support team.

Key Responsibilities/Accountabilities

  • Lead and manage the support team of the Salesforce platform and processes and supporting services, utilising internal and offsite support resources and capabilities.
  • Ensure the quality and delivery of service delivers on time, are in line with agreed service levels and processes, and meets business expectations.
  • Analysing and managing complex support issues, and escalating to senior IT staff when required.
  • Own major issues from initial report to resolution, communicating with IT Senior Management and Customers regularly regarding issue status.
  • Ensure transition of knowledge to enhance the Support team technical abilities and increase first time fix rates.
  • Manage the creation of knowledge articles and relevant processes and procedures required for the Support Team to carry out their role effectively and efficiently.
  • Ensure support resources work on appropriate priorities and coordinate effectively through regular meetings, stand-up planning sessions and conferences with other analysis, development and support teams as required.
  • Examine complex problems, working with other IT and business resources to determine root-cause analysis, identifying the severity and impact, and proposing resolutions to stop these happening again.
  • Produce daily, weekly and monthly reports and updates on service delivery, utilising PowerBI etc for MI purposes
  • Work with the IT Service Manager to prioritise work, manage changes and implement processes to improve the day to day running of IT services.
  • Manage System and application changes and releases, whilst also assessing impact, risks and value of these.
  • Ensure systems and applications are stable and fully functional after any system application change or release has taken place.
  • Liaise with Business users, analysts and system developers, when requested to carry out any systems or application testing.

Knowledge and Experience

  • Experience in delivering exceptional, customer focused and service driven support for a Salesforce based platform
  • Experience in administration, configuration and support of Salesforce solutions
  • Ability to effectively analyse and resolve complex system problems.
  • Ability to successfully coordinate team member's priorities and tasks.
  • Good general understanding of Insurance platforms and products.
  • Experience of working in a rapidly changing IT environment.
  • Commercial experience in testing web or Back Office applications is desirable but not required.

Compliance & Regulatory Responsibilities.

  • To remain compliant with all relevant regulatory requirements at all times.
  • To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering etc.
  • To share ideas, best practice and other information within the team.
  • Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements.
  • Maintain accurate records and deal with correspondence appropriately.

Professional Qualifications

  • ITIL Foundation Certificate Desirable
  • Management and Leadership Qualification Desirable
  • Salesforce Administration

This is a Contact for a Salesforce Support Manager to working for a top organization. To apply to this position, please send a CV or call to discuss options.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.


Reference: 2709638876

https://jobs.careeraddict.com/post/87547728

This Job Vacancy has Expired!

Lorien

Salesforce Support Manager

Lorien

Posted on Feb 1, 2024 by Lorien

City, London, United Kingdom
IT
Immediate Start
£600 - £650 Daily
Contract/Project

Salesforce Support Manager

3 months initially

Outside IR35 (LTD Company)

Hybrid working (2 days a week in London)

Our client an Insurance Broker are currently looking to recruit a Salesforce Support Manager to join them on a 3-month contract. This Salesforce Support Manager is responsible for coordinating day to day application and service support of the Salesforce platform through managing and leading a technically proficient, customer service focused Support team.

Key Responsibilities/Accountabilities

  • Lead and manage the support team of the Salesforce platform and processes and supporting services, utilising internal and offsite support resources and capabilities.
  • Ensure the quality and delivery of service delivers on time, are in line with agreed service levels and processes, and meets business expectations.
  • Analysing and managing complex support issues, and escalating to senior IT staff when required.
  • Own major issues from initial report to resolution, communicating with IT Senior Management and Customers regularly regarding issue status.
  • Ensure transition of knowledge to enhance the Support team technical abilities and increase first time fix rates.
  • Manage the creation of knowledge articles and relevant processes and procedures required for the Support Team to carry out their role effectively and efficiently.
  • Ensure support resources work on appropriate priorities and coordinate effectively through regular meetings, stand-up planning sessions and conferences with other analysis, development and support teams as required.
  • Examine complex problems, working with other IT and business resources to determine root-cause analysis, identifying the severity and impact, and proposing resolutions to stop these happening again.
  • Produce daily, weekly and monthly reports and updates on service delivery, utilising PowerBI etc for MI purposes
  • Work with the IT Service Manager to prioritise work, manage changes and implement processes to improve the day to day running of IT services.
  • Manage System and application changes and releases, whilst also assessing impact, risks and value of these.
  • Ensure systems and applications are stable and fully functional after any system application change or release has taken place.
  • Liaise with Business users, analysts and system developers, when requested to carry out any systems or application testing.

Knowledge and Experience

  • Experience in delivering exceptional, customer focused and service driven support for a Salesforce based platform
  • Experience in administration, configuration and support of Salesforce solutions
  • Ability to effectively analyse and resolve complex system problems.
  • Ability to successfully coordinate team member's priorities and tasks.
  • Good general understanding of Insurance platforms and products.
  • Experience of working in a rapidly changing IT environment.
  • Commercial experience in testing web or Back Office applications is desirable but not required.

Compliance & Regulatory Responsibilities.

  • To remain compliant with all relevant regulatory requirements at all times.
  • To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering etc.
  • To share ideas, best practice and other information within the team.
  • Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements.
  • Maintain accurate records and deal with correspondence appropriately.

Professional Qualifications

  • ITIL Foundation Certificate Desirable
  • Management and Leadership Qualification Desirable
  • Salesforce Administration

This is a Contact for a Salesforce Support Manager to working for a top organization. To apply to this position, please send a CV or call to discuss options.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

Reference: 2709638876

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