Salesforce Support Analyst


Reporting to the CRM & Digital ASM team manager, this role focuses on providing a quality support service to both M&G's 500 Salesforce and Eloqua users. The team also provide application service management for M&G's website design, infrastructure and security. Cross training into this role should be expected.

Working both in the team location and within our business teams the candidate will support and administer the Salesforce platform, integration with the Oracle Marketing Cloud platform and related applications, integrations and in house configuration built by our development team. Maintaining a queue of incidents and requests through to completion, training and developing our users, promoting best practise usage, participating in optimisation initiatives and ensuring platform stability and optimisation through the change and update cycle.

You will be responsible for the following tasks


* Responsible for resolving support incidents and requests for our c.500 Salesforce users. Resolving issues directly or through support or development teams and escalating to 3rd party support services where required.
* Ensure all Incident / Request activity is captured in the Salesforce Case system in line with best practise standards.
* Performing changes to the production environment to resolve technical issues.
* Identifying and streamlining/eliminating activities that reduce the effectiveness of SalesForce and its users.
* Provide users with induction, process and ad hoc training on the platform. Create training materials promote their usage.
* Maintain knowledge of data structure in Salesforce. Identification and facilitation of data improvement initiatives.
* Effect mass changes to data in support of business requirements.
* Organise and facilitate small meetings to discuss targeted user queries or support issues.

Maintenance & Continual Service Improvement

* Ensure stability of the platforms through the release and development cycle.
* Observe Salesforce use and configuration to provide feedback and recommendations back to the team for discussion.
* Own initiatives on operational issues created by the team or identified through working with business users, these may have formal aims and objectives. Ensure initiatives are appropriately communicated, documented and managed.
* Collaborate with all CRM team members to discuss best practice, share ideas, review feedback and agree proactive and reactive measures.

What we are looking for

* Previous experience of support for the Sales Cloud, ideally in the Asset Management sector.
* Degree level qualification.
* Ability to participate in system and user acceptance testing to ensure platform remains stable and support through the change cycle.
* Excellent understanding Salesforce Sales cloud in terms of organisation and user setup, data structure, security, data management, custom and standard objects and reporting/dashboards. Experience of workflow rules, process builder and flows desirable.
* Salesforce ADM201 accreditation is highly desirable, with further qualifications such as ADM211 beneficial.
* Experience of manipulating and generating data within Microsoft Excel to best practise standards to support data management and improvement work.
* Experienced in using mass impact data tools such as Apex Data Loader, Demand Tools or People Import.
* Flexibility: Is comfortable switching between different tasks in a fast paced environment and adapting to new requirements as the work unfolds.
* Communicating and Influencing: Ability to influence others to act and commit support to the objectives. Capable of clearly explaining and promoting product benefits. Confidently managing engagement with customers.
* Relationship Management: Has the ability to build and maintain strong relationships with key people the respective business area.
* Teamwork: works well in tandem with own and partner teams and is willing to share ideas and listen to others.

M&G is committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.

We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles.