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Salesforce Support Analyst, Level 3

To investigate resolve level 3 support cases within a business SLA whilst supporting and training users of the Salesforce platform. To also actively analyse and support the deployment & development of the Salesforce.com platform

Responsibilities:

Platform Support

• Investigate and resolve level 3 support cases for FCTG corporate users in all markets
  • Fulfil and resolve technical support requests within a global case SLA
  • Manage global case queues to ensure adequate support coverage and handling of support cases
  • Where necessary escalate cases to the global project/technical teams.
  • Maintain and understanding new & existing global features, processes & automation to better support front end users
  • Support and maintain 3rd party integrations with tools such as Eloqua, Conga, DocuSign, Clicktools & Demand Tools, Outreach, Zoom Info and PowerBI etc as required
  • Troubleshoot and investigate salesforce code such as Visualforce pages and lightning aura components, Apex classes, controllers and triggers, in Salesforce.com and articulate change requests to the platform developers

User Training

• Manage and deliver training to users across the region
• Work with the regional enablement and product owner teams to develop training content and processes for all users
• Support and deliver training to users in all areas of the business on a regular basis through various mediums, including face to face and remote

Platform Development

• To configure and develop the platform in line support requirements, within the existing governance framework
• Support in development and deployment of new business processes and platform features by working with the global project/technical teams
• Continually analyse and identify areas for process improvement in the business
• Work with the regional enablement and product owner teams to help identify and prioritise areas of improvement in the platform.
• Facilitate level 3 change requests to existing functionality such as system integrations with 3^rd party tools, custom fields, custom objects, page layouts, record types, user roles/profiles, workflow/processes and flows etc.
• Manage and support the technical migration of data from other databases as required

Business Relationships

• Develop strong relationships with FCTG corporate users and the global salesforce teams
• Support the other global salesforce administrators located in EMEA, APAC and AMER regions 
• Attend and participate in weekly Global Product Enablement calls to ensure global alignment, some of which may be out of hours

Personal Development

• Maintain Salesforce product knowledge, as well as relevant third-party applications being supported
• Create and maintain personal salesforce trailhead and certification plans
• Work with your leadership teams to develop brightness of future plans

Requirements:

• Ensuring level 2 support cases are resolved within (SLA) Service Level Agreement
• Create, maintain, and deliver end user training sessions across the globe through various mediums
• Work with members of the Brisbane Lighthouse team to ensure the best solution is sought and implemented for any existing or future builds
• Ensure design meets user and business needs
• Build requirements where Salesforce.com configuration is required
• Work on R&D prototyping around larger infrastructure solutions within Salesforce
• Proactive maintenance of existing Lighthouse processes
• Communicating, building and maintaining strong relationships with stakeholders across all parts of the business
• With your leadership, develop a plan for continuous personal development

Benefits Include:

• Generous remuneration structure
• Travel perks/discounts.
• Health & Wellness Programs and Employee Financial Wellness Services
• Generous paid-time off policy 
• National/International Award Nights and Conferences
• Diversity & Inclusion initiatives
• Benefits including vision, medical, and dental
• Employee Assistance Program
• RRSP with matching
• Employee Share Plan
• Global career opportunities in a network of brands and businesses
• Ongoing training and professional development
• Fun and flexible work environment
• Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
• Employee giving program
• Annual Charity Trip
• Office Environmental Program
• 1 Volunteer Day per Calendar Year

#LI-REMOTE
Location – Remote, USA

The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.

INTERNAL POSTINGS ONLY - ** Please advise your leader prior to applying **

Travel is booming once again,  and our roles are being filled quicker than a nonstop from London to New York.  We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact careers@us.flightcentre.com if you need any assistance