Salesforce Support Analyst

4 central teams. 10 capabilities. 4000+ end users.

Salesforce Support Analyst

£35,000-£45,000 (+ Benefits)

Reports to: Lead Support Analyst Manager

Department: Chief Operating Office

Contract: Permanent

Hours: Full time 35 hours per week

Location: Stratford, London. Office-based with high flexibility (1-2 days per week in the office)

Closing date: 29 March 2024 23:55

This vacancy may close earlier if a high volume of applications is received or once a suitable candidate is found, therefore we strongly recommend that you apply early to avoid disappointment. If you require more time to apply as part of a reasonable adjustment, please contact as soon as possible.

Recruitment process: Two competency-based interviews with a technical scenario.

Interview date: From the week commencing 01 April 2024

How do I apply? We operate an anonymised shortlisting process in our commitment to equality, diversity, and inclusion. CVs are required for all applications; but we won't be able to view them until we invite you for an interview. Instead, we ask you to fully complete the work history section of the online application form for us to be able to assess you quickly, fairly, and objectively.

At Cancer Research UK, we exist to beat cancer.

We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That's why we're looking for someone talented, someone who wants to develop their skills, someone like you.

Support Analysts play an essential role in the smooth operation of Cancer Research UK by providing technical support and resolving IT issues across 200+ applications to ensure our staff have the tools they need to deliver our life-saving work.

We are looking for a Salesforce Support Analyst to play a crucial role in the successful delivery of our Engage strategy. You will do this by supporting the development of our Salesforce applications as we migrate from Siebel to Salesforce. You will be heavily involved in Salesforce going live across 400+ users, delivering change control for new solutions, and providing support and training in production. Furthermore, you will be vital in providing technical support while managing, maintaining, and applying fixes/patches to Salesforce applications to ensure appropriate support and service level standards are met and maintained as we go through this exciting transition period.

This is a huge growth area for the charity meaning you'll gain exposure and add value to a broad range of support services within a Salesforce environment while collaborating with peers across Technology and Engineering.

What will I be doing?

• Delivering technical support for our CRM (Salesforce) and integrated systems.
• Sharing expertise in CRM products/applications in a demanding, fast-paced environment.
• Managing, maintaining, and applying fixes/patches to applications and software to ensure appropriate support and service level standards are met.
• Delivering a first-class customer-focused support service.
• Providing end-to-end support of online product traffic to the CRM system to the data warehouse via middleware.
• Adhering to Technology policies in all aspects of support service delivery ensuring escalation paths are followed.
• Collaborating with Development and QA colleagues to deliver technical resolutions while managing through to successful deployment and live validation.
• Applying Continuous Service Improvement (CSI) principles and seeking to apply improvements to working practices.
• Creating and maintaining all relevant CRM and online application documentation.
• Regularly performing application health checks to minimise application outages.
• Leading in the design, development, and implementation of automated solutions to eliminate manual technical checks, processes, and reports.
• Managing ticket backlog ensuring appropriate prioritisation of issues.
• Collaborating with Product Management, Project Management, Release Management, Support Analyst team, Service Delivery colleagues, and third-party providers to transition applications and changes from development into support.

What skills will I need?

• Experience supporting Salesforce in a technology department and has either completed or is working towards a Salesforce Admin Certification.
• Exposure to user and license management (including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, and sharing rules).
• Prior exposure to Sandbox environment management.
• Communicated platform changes to end users and stakeholders across an organisation.
• Proactive in delivering system maintenance such as Security Reviews, Release Updates, Health Check and Optimizer.
• Handled triage support tickets in ServiceNow having played a key role in identifying bugs or reoccurring incidents and escalating where appropriate.
• Monitored and improved user adoption, onboarding, and ongoing user training.
• Worked with integrated applications while monitoring Salesforce integrations with other systems (e.g. Person Hub and Siebel).

What will I gain?

Each and every one of our employees contributes to our progress and is supporting our work to beat cancer. We think that's impressive.

In return, we make sure you are supported by a generous benefits package, a wide range of career and personal development opportunities and high-quality tools, policies and processes to enable you to do your job well.

Our benefits package includes a substantial retirement plan, a generous and flexible leave allowance, discounts on anything from travel to technology, gym membership, and much more.

We don't forget people have lives outside of work too and so we actively encourage a flexible working culture.

Our work - from funding cutting-edge research to developing public policy - will change the world. It's exciting to be part of our team.

For the full job description and more information about working with us please contact Jamie.Byford.

Additional Information

Cancer Research UK's Technology team is proud to be part of the Tech Talent Charter (TTC) for our efforts in driving equality, diversity, and inclusion in the workplace. Our vision is a digital world accessible to all, and we have always sought to draw from a diverse pool of talent and maintain an inclusive working environment.

For more information on this career opportunity please visit our website or contact us.

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