CRM Support Lead

Job Reference: --004836

Location: Dubai

Closing Date: 17/01/2019

Department: IT

Division: Global Exhibitions

Main Duties & Responsibilities:

  • Leading part of a global team of colleagues supporting Global Exhibitions’ Enterprise Applications for Sales
  • People management including coaching, mentoring and appraisals
  • Managing escalations from internal customers
  • Working with management colleagues to monitor, manage and improve the support service
  • Providing level 2 support for Global Exhibitions’ Enterprise Applications for Sales
  • Management and resolution of Incidents and Service Requests within agreed Service Levels
  • Providing guidance and training to internal customers on usage of Sales applications
  • Supporting and encouraging “user adoption”
  • Gathering and analysing business requirements for development requests  
  • Creating Knowledge Articles for use by support staff
  • Creating reports and dashboards for internal customers
  • Formal and informal meetings with business stakeholders at all levels, level 3 support teams and vendors

Person Specification

Minimum Education Level:

  • Educated to degree level or equivalent

Background Knowledge, Skills & Experience:


  • 2+ years of Salesforce Administration experience (Enterprise level)
  • Excellent communication and interpersonal skills
  • Able to prioritize and manage a diverse and demanding workload
  • Able to work effectively and efficiently without direct supervision
  • Committed to providing an excellent customer experience 
  • Ability to manage and co-ordinate diverse groups to deliver common goals and targets
  • Good working knowledge of Incident Management, Request Fulfilment and Change Management processes


  • Experience providing level 2 support for the following applications:

               -  Salesforce

               -  Conga Composer

               -  Expocad

               -  Docusign/Adobe Sign

               -  Skuid

                -  Walkme


  • Using ServiceNow to manage Incidents and Requests
  • Strong experience with Microsoft Office (Word, Excel, PowerPoint, Project and Visio) or similar tools
  • ITIL v3 Foundation and/or experience of working in an ITIL environment
  • Working in an Events/Exhibitions business


This position is now closed. We are no longer accepting applications for this position.