ITSM Data Senior Analyst

Role Introduction:

As a key member of the Service Desk team, you will bring deep Salesforce expertise, providing hands-on support, developing solutions, and continuously improving the service experience for both internal and external users.

What You Will Do:

1. Provide Level 2 (L2) Salesforce Support

• Act as the escalation point for complex Salesforce issues within the Service Desk, managing incidents and service requests that require advanced troubleshooting.
• Resolve issues related to Salesforce configurations, workflows, data integrations, and permissions, ensuring timely and effective problem resolution.
• Collaborate with end-users to understand their challenges, troubleshoot issues, and provide training or guidance to maximize user adoption and satisfaction.
• Configure and Customize Salesforce for Service Desk Optimization
• Develop and implement configurations, customizations, and automations within Salesforce to enhance service delivery, streamline workflows, and meet evolving business needs.
• Design and modify page layouts, record types, validation rules, process builders, and custom objects to improve efficiency and user experience within the Service Desk.
• Work closely with stakeholders to capture requirements and translate them into practical, scalable solutions aligned with Service Desk goals.
• Solution Architecture and Process Automation
• Architect and implement solutions that automate repetitive tasks, optimize workflows, and enhance overall Service Desk productivity within Salesforce.
• Exposure to tools such as Flow, Process Builder, and custom scripts to create automation and reduce manual interventions, improving response times and efficiency.
• Design integrations between Salesforce and other ITSM tools, as necessary, to ensure seamless data flow, consistent reporting, and unified service management.
• Data Management and Quality Assurance
• Ensure data quality by implementing data governance best practices, setting data validation rules, and maintaining data integrity within Salesforce.
• Perform regular data audits, identify inconsistencies, and clean up data as needed to support reliable reporting and analysis.
• Develop and document data management procedures and ensure data compliance with internal policies and regulatory requirements.
• Documentation and Knowledge Sharing
• Maintain up-to-date documentation for all configurations, processes, and customizations within Salesforce, creating a clear knowledge base for Service Desk staff.
• Train Service Desk team members on Salesforce features, new configurations, and best practices to build a more Salesforce-proficient team.
• Share insights and recommend improvements based on ticket trends and user feedback, helping to drive continuous improvement across Service Desk operations.

What You Will Have:

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Salesforce Advanced Administrator certification or equivalent experience.
• 5 to 8 years of experience in Salesforce administration with strong exposure to Service Desk support, troubleshooting, and solution architecture.
• Proficiency in Salesforce tools such as Flow, Process Builder, custom objects, and data management practices.
• Experience with ITSM processes and tools (e.g., ServiceNow, Jira Service Management) is a plus.

Preferred Skills and Traits:

• Analytical and Solution-Oriented: Ability to analyze complex issues, develop creative solutions, and implement changes effectively within Salesforce.
• Technical Expertise: Strong understanding of Salesforce architecture, configurations, and customization best practices.
• Excellent Communication: Proven ability to work with end-users, understand their needs, and communicate technical information effectively to non-technical stakeholders.
• Attention to Detail: High standards for data accuracy, quality, and documentation.
• Proactive: Takes initiative in identifying areas for improvement and implementing solutions that enhance Service Desk productivity and user experience.

What We Do For You:

• Generous Annual Leave – 20 days, plus public holidays, with the possibility to buy additional days
• Life Insurance – 3x times annual salary
• to the latest technologies

Who We Are:

Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

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