Salesforce Support Analyst

The Opportunity

This role provides support of Salesforce, Oracle Marketing Cloud (Eloqua) and applications within the CRM space for M&G's Distribution and Marketing functions. You will be part of a team dedicated to supporting our 500 user implementation of Sales Cloud, ensuring that we are maximizing efficiency and capitalizing on the full features and benefits. While the title is 'Salesforce Support Analyst, you should expect to act as a technical expert, a business analyst, a trainer, a system administrator and a product champion. The M&G Salesforce implementation involves many installed applications and third party integrations that mean we work with a challenging and varied environment.

You will be responsible for:

* Provide front to back support to M&G's Salesforce and Eloqua user community. Working within the Salesforce case system to resolve system faults or bugs, manage user issues and fulfil requests.
* Maintain a stable, up to date, well managed and performant platform. Identifying and enacting tasks to maintain the stability, performance and security.
* Facilitate of data improvement initiatives. Identify issues and work with our users to resolve them.
* Assist in the planning, configuration and delivery of multi-channel marketing and event campaigns.
* Work closely with transformation teams to support strategic development objectives. Maintain and enact a backlog of BAU change for Salesforce and Eloqua.
* Conduct training on all salesforce related systems to sales and marketing teams. Create training materials based using innovative and effective methods.

What you will be responsible for:

It is essential for you to interact confidently and influence others as well as be capable of promoting and persuading of CRM benefits. You will be self-motivating and proactive in taking the lead in identifying and providing solutions to ensure appropriate and effective action is taken. We are looking for you to build and maintain strong relationships with key people the respective business area and have the ability to troubleshoot systems, process and data issues whilst thinking clearly under pressure. Clinically review processes and identify key areas to be addressed is also essential. You will be comfortable switching between different tasks in a fast-paced environment and adapting to new requirements as work unfolds. It is vital for you to be structured in your approach to work, as well as being able to articulate processes and procedures clearly to users with excellent verbal and written communication. Working well in a team environment and being willing to share ideas and listen to others plus working hard to understand customer requirements and taking ownership to meet customer expectations is also essential. We are looking for you to have an excellent understanding of Salesforce Sales Cloud with demonstrable experience supporting the product, ideally be a Salesforce Certified Administrator (ADM201) qualified with a clear understanding of the modules therein and have further Salesforce certifications.

Experience in manipulating data using tools such as Microsoft Excel, Apex Data Loader, Demand Tools or People Import and experience of supporting 3rd party applications or integrations to Salesforce are also essential. You will have a solid approach to system and user acceptance testing as well as knowledge of Marketing Cloud applications such as Eloqua or Salesforce Marketing Cloud. We are also looking for you to have experience of working within or providing services to a Distribution function of an Asset Manager beneficial, experience of working in a similar role vital.

M&G is committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.

We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles.

London, England, United Kingdom London England GB