CRM Support Analyst (Portuguese Speaker Preferred)
US Home

Job Reference: UHX-ITT-011122

Location: US Home

Closing Date: 31/12/2020

Department: IM - Transformation - Technology

Division: Informa Markets

What We're Looking For:

The CRM Support Analyst is responsible for providing level 2 support for Informa Markets’ Sales Applications.



  • Level 2 support for Informa Markets’ Enterprise Applications for Sales
  • Managing and resolving Service Requests and Incidents for Sales Applications within service levels and other operational targets
  • 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 CRM Support team
  • 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 level 3 support teams
  • Monitoring (internal) customer satisfaction and actively seeking opportunities to improve customer experiences through service and process improvements
  • Developing and maintaining strong relationships with key business stakeholders, ensuring a good understanding of business drivers and priorities
  • Managing escalations from (internal) customers


What You Bring to the Team:

  • Minimum 2 years experience supporting Salesforce in an enterprise environment
  • Salesforce Certified Administrator or equivalent qualification
  • Good understanding of ITIL methodology, particularly Incident, Service Request, Change
  • Bilingual in English and Portuguese 
  • Able to remain calm and clear-thinking in pressurised situations
  • Able to explain technical concepts clearly and meaningfully to a non-technical audience
  • Able to prioritize and manage a diverse and demanding workload
  • Able to adapt to changing requirements within a fast-paced, dynamic environment
  • Experience working in a culturally-diverse, global organisation
  • Comfortable working as part of virtual global teams
  • Able to work with minimal supervision


Desired Skills:

  • Experience supporting Salesforce with Lightning UI
  • Experience providing level 2 support for Expocad, Conga Composer, CPQ, DocuSign, Adobe Sign
  •  ITIL certification
  • Experience working within events and exhibitions industry


We Offer:                 

  • Competitive Compensation Package
  • Access to LinkedIn Learning and other development/training opportunities
  • Health and Wellness Benefits (medical, dental, eye)
  • 401K and Matching
  • Employee Stock Purchase Program
  • Generous PTO policy
  • Work-life balance
  • Additional discounts through various partnerships


We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law. This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information.