Sales Force Business Admin Analyst

TTEC•Dearborn, MI

4h•Hybrid

About The Position

The Salesforce Business Admin Analyst is an integral part of the Salesforce North American CRC Business Administration team, supporting users of Salesforce across North American CRC hubs. Working with Ford management, this role is responsible for post go live support for all North American hubs, generating improvements needed to support daily operational teams. The analyst will also implement configuration updates to support operational changes across the North American Contact Centers in conjunction with the Pro Tech lead (IT).

Requirements

Undergraduate University degree or equivalent experience
Salesforce Certificate Required
5 years (mid-level) experience as an administrator and data analyst across multiple CRM.
Demonstrated knowledge and experience across multiple CRM.
Ability to articulate user needs and to communicate with developers as required.
Quick thinker and ability to take initiative.
IT literate (including IT ticketing system such as Rally or Jira)
Knowledge of EU Contact Centre processes
Good problem solving and analytical skills.
Organized and able to navigate through multiple requests across several communication channels (teams, slack, webex etc.)
Ability to work in a team environment as well as autonomously.
Effective communication skills.

Nice To Haves

Salesforce experience preferred, but not essential if extensive experience with other CRM systems can be demonstrated.
Jira experience preferred, but not essential if experience with other IT ticketing systems can be demonstrated.

Responsibilities

Configure permissions for Salesforce users for each North American hub.
Perform users’ administration (the individual will have a North American role and North American permissions).
Build Salesforce dashboards and create reports for agents, team leads and supervisors to support Operations.
Perform initial triage of agent queries/incidents to address where possible or raise incident tickets for Salesforce support team engagement (through JIRA).
Escalate systemic issues as appropriate to Pro Tech / Ford management for resolution.
Work with Pro Tech support team and agents to analyze errors or unexpected system behavior.
Provide feedback to QA and Training to improve agent knowledge and system usage.
Perform UAT & smoke testing of new functionality or system changes.
Provide Operations and management with data extracts and analysis.
Function as a liaison between Operations and the Salesforce team to define changes to system requirements.
Work closely with the Learning and Development team to build training of new functionality or system changes.
Partner with Salesforce dedicated trainer to provide guidance and support to agents in use of the Salesforce application.
Support Salesforce AFR process and access to legacy CRM data on request.
Work hand in hand with counterpart to cover the needs of all hubs.