Salesforce Service Cloud Administrator
Sophos
Makati City, Philippines
1d ago

Role Summary

In this role, the primary responsibility is to perform business administration of the CRM system for Customer Service and Support, administer and manage data quality and provide user support to ensure optimal usage of the CRM system.

What You Will Do

  • Make business allowed changes to the CRM system (Salesforce) 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).

    Establish and implement best practices with regards to system maintenance, configuration, development, testing, data integrity, etc.

    Act as a point of escalation for support 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 and Support 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).

    Keep end-user training material up-to-date in collaboration with other teams as system features change.

    Provide strategic direction for our Salesforce Service Cloud system (and related support 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 Service Cloud

    What You Will Bring

    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 support process is required

    Experience working with Salesforce Service Cloud is required

    2+ years prior experience administering Salesforce is a plus

    Experience with analyzing business processes and streamlining into a Salesforce workflow

    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

    Preferences

    Agile development experience a plus

    Salesforce Admin or Developer certification a plus

    What’s Great About Sophos?

    Our people are what makes Sophos special we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.

    Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg.

    Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)

    Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint

    Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities

    Global trivia competitions to keep our minds sharp

    Global Mental Health days off work for all Sophos to help employees relax and recharge

    Monthly employee wellbeing webinars and training to support employee health and wellbeing

    Employee rewards and thanks, such as our free annual subscription to Calm

    Our Commitment To You

    We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.

    We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.

    All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.

    We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

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