Posted on
July 28, 2021

CRM Analyst - Salesforce

The CRM Administrator works as part of the Visa Operations & Infrastructure team, responsible for providing first line support for key customers on technical issues as well as to support internal teams and client-facing applications.

Collaborating with stakeholders from all business functions – including other Salesforce technical experts within the company - the CRM Administrator uses their in-depth knowledge of Salesforce to support, maintain and improve business operations, wherever supported by the application.

What we expect of you, day to day.

  • Maintenance and administration of the Salesforce clouds (250 internal and over 400 external users) - Sales Cloud, Service Cloud and Community Cloud
  • Review and triage new requests from end users and perform initial investigation on the technical issues reported
  • Ownership of ‘business as usual salesforce maintenance activities such as user/profile/role administration, data quality review, system health checks, environment management and email bounce management
  • Expert in report and dashboard creation and who can train internal users on reporting best practices
  • Collaboration with the internal Salesforce team on new feature development by creating technical development cards in Jira.
  • Maintenance of the application logging system and ownership of the remediation of any suspicious activities
  • Management of third-party tools from AppExchange.
  • Management and ongoing improvement of the Salesforce Helpdesk.
  • Being the go-to expert on Salesforce capabilities for internal stakeholders.
  • Staying up to date with latest releases from Salesforce so that we can leverage the newest technology available on the platform.

Salesforce Analyst Qualifications

  • Hands on experience as a Salesforce Administrator in Sales, Service and preferably Community Cloud
  • Current Salesforce Administrator certification is essential, while Salesforce App Builder is desirable
  • Deep understanding of the overall Salesforce architecture, including access controls through role hierarchy, sharing rules and profiles.
  • Hands on experience configuring Salesforce to suit the needs of different business teams through visibility controls on page layouts, fields, and applications.
  • Successful track record of working with cross-functional teams is essential
  • Experience working in the payments sector a strong advantage.

Preferred Qualifications/Experience

  • Possesses excellent planning, problem solving, organisational and issue resolution skills.
  • Exceptional skills in applying Salesforce best practices and configuration principles.
  • Identifies and understands issues, problems, and opportunities for improvement.
  • Strong ability to collaborate both in person and remotely and work as part of a team.
  • Exceptional communication and interpersonal skills.
  • Is results orientated, continues to work toward achievement of goals in the face of obstacles, readily integrating changes into work processes.
  • Acts independently and with a hands-on approach, taking ownership of their work and be capable of operating with minimal supervision, using their own initiative.
  • Experience using Confluence and Jira is highly preferred.
  • Aspiration to continual self-improvement through training and retrospective assessment of work.

Visa is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive.

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