dunnhumby
dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers. dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever and Metro. The Role The Salesforce Sales Cloud Support Junior Analyst plays an important role in supporting the day-to-day operation, administration and continuous improvement of our Salesforce Sales Cloud platform. Working closely with CRM users, administrators, developers and business stakeholders, you'll help resolve user issues, support platform enhancements and contribute to delivering an outstanding Salesforce experience across the business. This is an excellent opportunity for someone looking to build their Salesforce administration and CRM support expertise within a collaborative enterprise environment. What You'll Be Doing You'll combine technical support, Salesforce administration and stakeholder collaboration to ensure our CRM platform remains reliable, efficient and user-focused. Provide Level 1 and Level 2 support for Salesforce Sales Cloud users, resolving incidents and service requests within agreed service levels Investigate, troubleshoot and resolve Salesforce issues while delivering excellent customer support Configure and maintain standard Salesforce functionality, including fields, page layouts, record types, validation rules, reports and dashboards Support user access management, including profiles, roles, permission sets and security settings Assist end users with Salesforce navigation, functionality and best-practice guidance Create and maintain user guides, knowledge articles, FAQs and support documentation Support user training and adoption of new Salesforce features and business processes Gather and document requirements for minor platform enhancements and support configuration changes Assist with regression testing, user acceptance testing (UAT), release validation and Salesforce seasonal release activities Perform data quality checks, support data cleansing activities and help maintain CRM data integrity Develop and maintain Salesforce reports and dashboards that provide meaningful operational and business insights
You'll bring a customer-focused mindset, strong problem-solving skills and a passion for supporting users while developing your Salesforce expertise. At least two years' experience supporting Salesforce Sales Cloud in a support or administrator capacity Good understanding of core Salesforce objects, including Accounts, Contacts, Leads, Opportunities, Activities and Campaigns Experience working with Salesforce Lightning Experience Experience managing support tickets using ServiceNow, Jira or similar service management tools Strong troubleshooting, analytical and problem-solving skills Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users Strong attention to detail and the ability to manage multiple priorities effectively Exposure to Salesforce Flow or basic automation is desirable Experience with Salesforce CPQ, Revenue Cloud or Account Engagement is advantageous Basic understanding of Salesforce integrations, APIs, release management and user acceptance testing is beneficial A collaborative approach, continuous learning mindset and commitment to delivering excellent customer service What you can expect from us We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off. You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn. And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you. Our approach to Flexible Working At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process. For further information about how we collect and use your personal information please see our Privacy Notice which can be found (here)