As the Senior Sales Operations Analyst, you will make business allowed changes to the CRM system (salesforce.com) to ensure timely and accurate response to business needs such as, but not limited to;
Maintain user roles and profiles, security settings, access settings etc. (User Profiles, Role Hierarchy, Sharing Rules and Security).
Manage licenses and user counts
Create and manage custom objects, fields, formulas, validation rules, custom workflow, and approval processes.
Create new reports and report types
Establish and implement best practices with regards to system maintenance, configuration, development, testing, data integrity, etc.
Act as a point of escalation for sales / sales operations / partner users - categorize and then disposition or reassign end user queries within the predetermined service level agreements.
Liaise with IT and the vendor support team to troubleshoot issues and ensure the smooth functioning of the system.
Work with IT business analysts and workstream leaders to articulate end user requirements and test once functionality becomes available.
Research changes in upcoming versions of salesforce.com and other integrated applications; provide recommendations when necessary to enhance efficiency and productivity.
Contribute on the technical side of business projects and create solutions to meet challenges (including performing detailed analysis of technical and business requirements).
Provide strategic direction for our Salesforce system (and related sales tools) and work with other stakeholders to establish, document and implement best practices with regards to system configuration, development, testing, maintenance, and data integrity
Educate users with proactive best practices to enhance and increase their knowledge of Salesforce.com
Create and update sharing rules, public groups and queues
Update data en mass through Data Loader and DemandTools or equivalent tools (territory rules, sales teams, accounts, opportunities etc.)
Manage leads processes (escalations, assignments, etc.)
Can require some non-standard hours as interaction in other time zones is required. Must be able to periodically work non-standard hours in the office or from home.
A good understanding of general sales process is required
Experience working with salesforce.com, managing users and addressing data quality is required
Prior experience administrating Salesforce.com is a plus.
Must be able to travel internationally and domestically periodically.
2+ years administering Salesforce
Experience with analyzing business processes and streamlining into a Salesforce workflow
Agile development experience a plus
Salesforce Admin or Developer certification a plus
Ability to work independently and engage supervisor as needed.
Excellent written and verbal communication skills and the ability to communicate with all levels within the organization in a collaborative way.
Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.