CRM Support Analyst
London, England

Job Reference: --005432

Location: London, England

Closing Date: 08/04/2019

Department: IT

Division: Global Exhibitions

About us

We’re the world’s largest events and exhibitions organiser, working across more than 30 countries and serving dozens of specialist professional communities. Come join us!

Job Purpose:

Providing level 2 support for Global Exhibition's Sales applications

Job Accountabilities:

Key Performance Indicators

  • Incidents and Requests managed and resolved within agreed Service Levels or equivalent targets
  • Consistently achieving minimum average closure rates for ServiceNow tickets
  • High level of (internal) Customer Satisfication

Key Dimensions:

Main Duties & Responsibilities:

  • 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
  • Identifying opportunities for service improvements
  • Formal and informal meetings with business stakeholders at all levels
  • Regular and ad-hoc operational meetings with vendors and level 3 support team

Minimum Education Level:

  • Educated to degree level or equivalent

Background Knowledge, Skills and Experience:

Essential

  • 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

Desirable

  • Experience of providing level 2 support for the following applicatiobs:
  • Salesforce
  • Conga Composer
  • Expocad
  • Docusign / Abode 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

 

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