Salesforce Support & Maintenance Analyst
Posted 2 days ago by Aquent
Negotiable
Undetermined
Undetermined
London, England, United Kingdom
Summary: The Salesforce Support & Maintenance Analyst will be integral to the EMEIA Sales Planning and Operations team, focusing on the upkeep and optimization of the Salesforce platform. This role involves user support, system monitoring, and implementing enhancements to ensure data quality and usability. The ideal candidate will possess strong Salesforce administration skills and a proactive approach to problem-solving in a collaborative environment. This position is suited for individuals who thrive on delivering value through meticulous attention to detail and cross-functional teamwork.
Key Responsibilities:
- Monitor the performance and availability of the Salesforce platform, integrations, and scheduled jobs.
- Identify and address system issues and inefficiencies before they impact users.
- Manage Tier 2 and Tier 3 support tickets, partnering with the Salesforce Admin and relevant teams to troubleshoot and resolve issues.
- Prioritize and communicate resolution timelines to stakeholders.
- Implement minor enhancements and configuration updates (e.g., Flows, validation rules) to improve usability and data accuracy.
- Suggest and deliver automation opportunities to support business efficiency.
- Administer user roles, permissions, profiles, and access controls in compliance with client’s internal policies.
- Support audits and ensure access aligns with compliance requirements.
- Support release cycles, including sandbox refreshes, regression testing, deployment coordination, and environment integrity.
- Maintain version control and documentation of system changes.
- Partner with Data Governance teams to uphold data quality standards across the platform.
- Perform deduplication, data integrity checks, and mass updates as needed.
- Maintain up-to-date documentation on system architecture, known issues, and support processes.
- Deliver user onboarding and training sessions where required to support adoption and effective usage.
Key Skills:
- Proven experience supporting and maintaining Salesforce, preferably in Sales Cloud and Experience Cloud environments.
- Strong understanding of Salesforce administrative capabilities including Flows, Reports, Dashboards, Validation Rules, and Permission Sets.
- Experience working within a complex enterprise environment with multiple systems and integrations.
- Excellent problem-solving skills with a data-driven mindset and high attention to detail.
- Ability to communicate clearly with both technical and non-technical stakeholders.
- Comfortable working cross-functionally across global teams and time zones.
- Proficient in Excel and familiar with data cleansing and mass data operations.
- Exposure to core data management concepts such as master data, data models, and data governance frameworks.
- Familiarity with the software development lifecycle and change management processes.
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Our client is seeking a Salesforce Support & Maintenance Analyst to join their EMEIA Sales Planning and Operations team. In this role, you’ll play a key part in maintaining the day-to-day health of our Salesforce platform. You’ll work collaboratively across regional and global teams to manage user support, monitor system operations, implement enhancements, and drive data quality initiatives. With a strong understanding of Salesforce administration and an eye for continuous improvement, you will help create a seamless and secure experience for client’s sales community. This is an ideal opportunity for someone who enjoys solving problems, working cross-functionally, and delivering value through a thoughtful, detail-oriented approach.
Key Responsibilities
- System Support & Monitoring
- Monitor the performance and availability of the Salesforce platform, integrations, and scheduled jobs.
- Identify and address system issues and inefficiencies before they impact users.
- Incident & Issue Management
- Manage Tier 2 and Tier 3 support tickets, partnering with the Salesforce Admin and relevant teams to troubleshoot and resolve issues.
- Prioritize and communicate resolution timelines to stakeholders.
- Enhancements & Configuration
- Implement minor enhancements and configuration updates (e.g., Flows, validation rules) to improve usability and data accuracy.
- Suggest and deliver automation opportunities to support business efficiency.
- User Management & Security
- Administer user roles, permissions, profiles, and access controls in compliance with client’s internal policies.
- Support audits and ensure access aligns with compliance requirements.
- Release & Environment Management
- Support release cycles, including sandbox refreshes, regression testing, deployment coordination, and environment integrity.
- Maintain version control and documentation of system changes.
- Data Management & Governance
- Partner with Data Governance teams to uphold data quality standards across the platform.
- Perform deduplication, data integrity checks, and mass updates as needed.
- Documentation & Training
- Maintain up-to-date documentation on system architecture, known issues, and support processes.
- Deliver user onboarding and training sessions where required to support adoption and effective usage.
Key Qualifications
- Proven experience supporting and maintaining Salesforce, preferably in Sales Cloud and Experience Cloud environments.
- Strong understanding of Salesforce administrative capabilities including Flows, Reports, Dashboards, Validation Rules, and Permission Sets.
- Experience working within a complex enterprise environment with multiple systems and integrations.
- Excellent problem-solving skills with a data-driven mindset and high attention to detail.
- Ability to communicate clearly with both technical and non-technical stakeholders.
- Comfortable working cross-functionally across global teams and time zones.
- Proficient in Excel and familiar with data cleansing and mass data operations.
- Exposure to core data management concepts such as master data, data models, and data governance frameworks.
- Familiarity with the software development lifecycle and change management processes.
Key Qualities
- Strong analytical and troubleshooting skills with a solution-focused mindset.
- Proactive and comfortable operating in a fast-paced, often ambiguous environment.
- Highly collaborative with a desire to learn and contribute across functions.
- Reliable, accountable, and takes full ownership of assigned responsibilities.
- Driven by high standards of quality and a passion for user experience.
This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.
Client Description
Our Client is a multinational technology company that boasts some of the most popular consumer electronics on the planet. They also offer prolific media and entertainment services, software, cloud services, fitness accessories, and payment solutions. Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.