About the Business
Global Land Supply (GLS) is Flight Centre Travel Group’s (FCTG) global in-house product procurement and consolidation business, servicing a number of Flight Centre’s worldwide selling businesses including Retail, in-country support, Liberty Travel, GoGo Worldwide Vacations and Flight Centre Asia.
About the Opportunity
The Global Land Supply Salesforce administrator will work closely with users, stakeholders and vendors, understanding the business processes of various businesses/departments and supporting the administration of the platform to meet the overall customer expectations. This person will also be responsible and assist with user management, support tickets including troubleshooting, resolving/escalating issues, updating/uploading data, creating reports and dashboards, analyse and support the deployment and development of new and existing functionality.
What you will be doing:
Platform Support
Resolve support cases for FCTG corporate users in all markets
Fulfil and resolve user support requests
Manage superuser relationship to ensure adequate support coverage and handling of support cases
Where necessary escalate cases to senior salesforce administrator
Maintain and understanding new and existing features, processes and automation to better support front end users
Provide Reporting and Dashboards as per business requirements
User Training
Support and deliver training to super users across the user network
Work with the super users and product owner to develop training content and processes for the user network
Platform Development
Coordinate and test salesforce major release planning activities with the super users
To configure and develop the platform in line with support requirements, within the existing governance framework
Support in development and deployment of new business processes and platform features by working with super users and the GLS salesforce team
Continually analyse and identify areas for process improvement in the business
Configure change requests to existing functionality such as custom fields, custom objects, page layouts, record types, user roles/profiles, workflow/processes and flows, etc.
Support, Testing and Quality
Handle basic administrative functions including reports and dashboards, workflows, user account maintenance and other routine tasks
Prioritisation, triage, impact, analysis and resolution of support cases including vendor escalation for priority issues
Communications for support matters of high impact
Coordinates and participates in user acceptance testing
Champions high quality development and change within the GLS salesforce team
Conducts change impact analysis to assess implications of changes to the product and documents the business rules, functions and requirements
What you will need:
Minimum 2+ years of configuration experience with Salesforce.com, specifically Service Cloud and or Sales Cloud
Working knowledge of business system processes as it relates to Salesforce.com and integrated applications and systems
Salesforce.com certifications
Excellent communication, customer service skills
Excellent analytical and problem-solving skills
Operational understanding of the travel industry highly regarded
About the Benefits
Generous remuneration structure
Travel discounts, in-house financial and health services, access to internal 24/7 gym
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun, flexible and inclusive work environment
Proud Corporate Social Responsibility platform
