Job Description

Job Title:

Salesforce Support Administrator Level 2

Date:

3rd August 2022

Reports to:

Salesforce Regional Enablement Lead 

Position Type:

Permanent 

Location:

Johannesburg West,Randburg

Job Purpose:

To investigate resolve level 2 support cases within a business SLA whilst supporting and training users of the Salesforce platform. To also actively analyse and support the deployment & development of the Salesforce.com platform

Responsibilities:

Platform Support
Resolve level 2 support cases for FCTG corporate users in all markets
Fulfil and resolve user support requests within a global case SLA
Manage global case queues to ensure adequate support coverage and handling of support cases
Where necessary escalate cases to Levels 3 salesforce administrators and the global project/tech teams.
Maintain and understanding new & existing global features, processes & automation to better support front end users
Provide Reporting & Dashboards as per business requirements
Support and maintain 3rd party integrations with tools such as Eloqua, Conga, DocuSign, Clicktools & Demand Tools, Outreach, Zoom Info and PowerBI etc as required
 
User Training
Manage and deliver training to users across the region
Work with the regional enablement and product owner teams to develop training content and processes for all users
Support and deliver training to users in all areas of the business on a regular basis through various mediums, including face to face and remote
 
Platform Development
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 the global project/technical teams
Continually analyse and identify areas for process improvement in the business
Work with the regional enablement and product owner teams to help identify and prioritise areas of improvement in the platform.
Facilitate level 2 change requests to existing functionality such as custom fields, custom objects, page layouts, record types, user roles/profiles, workflow/processes and flows etc.
 
Business Relationships
Develop strong relationships with FCTG corporate users and the global salesforce teams
Support the other global salesforce administrators located in EMEA, APAC and AMER regions 
Attend and participate in weekly Global Product Enablement calls to ensure global alignment, some of which may be out of hours
 
Personal Development
Maintain Salesforce product knowledge, as well as relevant third-party applications being supported
Create and maintain personal salesforce trailhead and certification plans
Work with your leadership teams to develop brightness of future plans
 

Competency

Description

Problem Solving

Demonstrate constructive conflict resolution skills to ensure a positive outcome for all involved
Maintains objectivity and can see the big picture rather than reacting emotionally to the problem
Know how to embrace conflict to achieve a win/win outcome for all parties involved
Knows how to use available resources to solve problems
Ability to see outside the square when overcoming problems
Encourages and assists other team members to solve problems

Clear Analytical Thinking

Analyses numerical data and all other sources of information
Probes for further information or greater understanding of a problem
Makes rational judgments from the available information and analysis
Produces workable solutions to a range of problems

Business Acumen

Take a commercially balanced approach, being able to judge/weigh wants and needs to ensure integrity and security of data
Understands CRM and the business benefits.  Identifies key opportunities
Develops strategies and plans to improve the business
Understand and adhere to risk management policies

Commitment to Personal Learning & Development

Positively receives feedback to improve performance
Actively seeks feedback to improve performance and self
Recognises and acts on opportunities for personal and professional development
Participates in Team and Personal training

Team and Service
 
 
 
 
 
 
 
 

Provides outstanding professional service by exceeding all internal clients’ expectations
Responds positively and promptly to Stakeholder issues and ensures resolution
Acts with honesty and integrity to create trust relationships with team and our internal clients
Shows empathy for client and users

Time Management

Highly organized approach to work
Ability to work on multiple tasks at the same time, completing within required time frame and quality standards
Uses Case, Project format to plan daily activities
Plans day/week according to work priorities
Demonstrates effective time management skills
Meets deadlines
Ability to always check for accuracy and correctness

Upholds Company Philosophies

Takes ownership for success and failures
Demonstrates a belief in the FCL Philosophies
Exhibits passion for their business and company
Encourages a sense of enjoyment in the workplace

Qualifications

Qualification

Essential/Desirable

Degree qualified

Preferred but not essential

Experience

Minimum 5 years of work history
AND
Minimum 3 years’ experience in Salesforce.com administration
AND
Salesforce Administrator, Advanced Administrator, Platform App Builder desirable
AND
It would be desirable to have experience in 3rd Party tools in the salesforce ecosystem such as Conga, DocuSign, Clicktools, Jitterbit or a Marketing Engine (Eloqua/Marketo/Pardot/Marketing Cloud etc)