Salesforce Operations Support Analyst

Johnson Controls; Cork; On-site; EUR 60,000 - 75,000; Full time

Job summary

A global technology company in Ireland is seeking an Operations Analyst to support the Salesforce CRM platform within the IT Operations team. This role entails ensuring best practices, managing operational projects, and enhancing user experience. Ideal candidates should have over 3 years of IT operations support experience, a bachelor's degree in IT or related fields, and proficiency in Salesforce. The position is part of a collaborative environment focused on continuous improvement and global impact.

Benefits

Collaborative environment

Continuous learning opportunities

Impactful global projects

Qualifications

• 3+ years’ experience in IT operations support or project management.
• Experience in Salesforce administration or similar CRM/ERP systems.
• Ability to communicate effectively with various business levels.

Responsibilities

• Support Salesforce platform governance and best practices.
• Manage operations related projects to enhance productivity.
• Monitor support team performance metrics and implement improvements.

Skills

Salesforce administration

Data analysis

Advanced Excel skills

Analytical problem solver

Effective communication

Education

Bachelor's Degree in IT or Business Information Systems

Tools

Salesforce

PowerBI

SQL/SOQL

ServiceNow

Job description

What you will do

As an Operations Analyst in the Global IT Operations team, you will deliver unparalleledservice, support and communication to a diverse group of internal users and business leaders across Sales and Marketing organization on the Salesforce CRM platform.

You’ll play a key role in improving user experience and influencing process improvements that scale globally. You will support our rapidly growing and dynamic IT Operations teams by working with the Sales and Marketing Business Users and seeking out opportunities for process improvements. We offer a collaborative environment, continuous learning opportunities, and a chance to work on impactful global projects.

How you will do it

• Support Salesforce platform governance, maintaining best practice standards.

• Be an escalation point for any issues related to Salesforce from business.

• Maintain, monitor and enforce IT audit and compliance policies.

• Coordinate with our support analysts work in close partnership with IT Business Partners, Product Owners and Business leaders.

• Monitor support team performance metrics, identifying trends and implementing corrective actions. Prepare and present at operations reviews with actionable insights.

• Manage operations related projects, including development initiatives that enhance productivity.

• Manage & update the documentation repository for processes, governance & support.

• Drive continuous improvement across the team in support processes, automation, and knowledge sharing.

What we look for

Essential

• 3+ years’ experience in IT operations support, project management or similar with lead/supervisory experience

• Batchelors Degree or equivalent in IT, Business Information Systems or similar

• Experience in Salesforce administration, governance and support or other CRM/ERP

• Ability to effectively communicate with people at all levels of the business as well as IT.

• A problem solver with great analytical skills.

• Data analysis skills, with ability to find answers and insights by building reports and dashboards in various applications. (Salesforce, Office, ServiceNow, PowerBI)

• Advanced Excel skills with experience in data quality management principles.

Preferred

• Experience with data quality analysis tools a plus. SQL/SOQL, python an advantage.

• Salesforce Administrator Certification is highly preferred.

• Familiarity with ITIL standards/ ITIL Certifications and support operations is a plus