Salesforce Support Analyst - Erlanger, KY

Position Summary:
The Salesforce Support Analyst will be part of the Service Delivery Organization which is responsible to maintain all ADM systems in operation with highest availability. As a member of the Service Delivery Organization, the Salesforce Support Analyst will analyze the tickets raised by user(s) and provide response/resolution to the user or work with the concerned teams/ 3rd party providers to resolve the issues as the per the Operational/Service Level Agreement with the business. The individual will work with dynamics and global cross functional teams including developers, architects, cyber security and business functional stakeholders.

Job Responsibilities:Provide deep Salesforce functional & technical expertise, as well as demonstrated knowledge of key integration points across different modules and technical componentsAssume full ownership of the support tickets in the respective process area, work with integration, other process teams, development teams, 3rd party support providers to resolve the tickets within Operational/Service Level Agreement limitsProduction supportPerform thorough testing including regression testing before releasing any solution for final user validationUnderstand and follow ADM IT processes in performing all day-to-day activitiesUnderstand ADM IT Service Management process, update incident/problem/service tickets regularly and accurately and document resolution in the service management toolDesign and Configure minor enhancements following the ADM standard configuration/naming standards, document Functional design documentsProvide technical input in support of audit requests, as neededFollow regulatory compliance and Security standardsJob Requirements: Minimum 5 years’ experience with SalesforceSkills in Sales Cloud (essential), Marketing Cloud (ideally) and Service Cloud (advantageous), Customer Experience Cloud, and nice to have Salesforce Artificial IntelligenceExperience with interfacing and collaboration with ERPs preferredSpoken Languages: English (required); Portuguese and/or Spanish (advantageous)Knowledge of Salesforce solutions and how they support Sales Management, Contracts, Price and Quote Management, Order Fulfillment Management, Billing Management, Accounts Receivable, Customer, Distribution and Supplier business functionsExperience with dealing with key integration areas with Master Data Management to enhance the CRM environment3 years’ experience in a support analyst role in a medium/large organizationExperience with 24x7 support covering all time zones, working with multi-cultural support teams spread across different geographiesPractical experience working in an agile environmentExhibits ability to work both in a team environment and independentlyStrong analytical, organization, time management, facilitation, and process management skillsDemonstrated high level of written, verbal and interpersonal skills to communicate technical and non-technical information, ideas, procedures and processesAble to work in a fast-paced, changing environment, and with all levels of the organization and cope with rapidly changing informationAbility to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are neededAbility to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilitiesInteract and deal effectively with all levels of employees while maintaining a professional mannerMaintains a positive work environment through teamwork & conflict resolutionOn occasion requires minimal weekend, holidays, overtime, or off hour coverage as needed, to meet support Operational/Service Level Agreements but overall role provides flexibility and good work life balanceAbility and willingness to travel by auto and air as needed to achieve business objectivesExcited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check. 

REF:96594BR