Job Description - Salesforce Business Admin Analyst (041KK)
Annual Salary –
Up to £35,260 + Company Benefits + Onsite Parking Working Hours:
Monday – Friday 40hpw between 0830-1700 however flexibility is required. This role requires you to work 2 days a week on site (flexible with days) and then 1 day per month travelling as required between UK sites and internationally within Europe as per the business needs. As a
Salesforce Business Admin in the UK , you’ll be a part of creating and delivering amazing support, while also enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing: The Salesforce Business Admin Analyst is an integral part of the Salesforce EU CRC Business Administration team, supporting users of Salesforce across European CRC hubs. This team will lead the deployment of the Salesforce CRM system across 5 hubs in 2025. The Salesforce Business Admin Analyst, working with Ford management, is responsible for post go live support for all European hubs, generating improvement needed to support the daily operational teams. They will also implement configuration updates to support operational changes across the European Contact centres in conjunction with the Pro Tech lead (IT). During a Typical Day, You’ll: Configure permissions for Salesforce users for each hub. Perform users’ administration (the individual will have a European role and European permissions). Build Salesforce dashboards and create reports for agents, team leads, and supervisors to support Operations. Perform initial triage of agent queries/incidents to address where possible or raise incident tickets for Salesforce support team engagement (through JIRA). Escalate systemic issues as appropriate to Pro Tech / Ford management for resolution. Work with Pro Tech support team and agents to analyse errors or unexpected system behaviour. Provide feedback to QA and Training to improve agent knowledge and system usage. Perform UAT & smoke testing of new functionality or system changes. Provide Operations and management with data extracts and analysis. Act as a liaison between Operations and the Salesforce team to define changes to system requirements. Work closely with the Learning and Development team to build training of new functionality or system changes. Partner with Salesforce dedicated trainer to provide guidance and support to agents in the use of the Salesforce application. Support Salesforce AFR process and access to legacy CRM data on request. What You Bring to the Role: Undergraduate University degree or relevant experience. Mid-level experience as an administrator and data analyst across multiple CRM. Salesforce experience preferred, but not essential if extensive experience with other CRM systems can be demonstrated. JIRA experience preferred, but not essential if experience with other IT ticketing systems can be demonstrated. Skills: Demonstrated knowledge and experience across multiple CRM. Ability to articulate user needs and to communicate with developers as required. Quick thinker and ability to take initiative. IT literate (including IT ticketing system such as Rally or Jira). Knowledge of EU Contact Centre processes. Good problem solving and analytical skills. Organised and able to navigate through multiple requests across several communication channels (Teams, Slack, Webex, etc.). Ability to work in a team environment as well as autonomously. Other: Able to work to a flexible schedule; may be required to attend US time zone meetings which fall outside of core EU CRC hours. Able to work remotely / hybrid. Regular travel is required between UK sites and internationally within Europe; at least once monthly based on business needs. What You Can Expect: Life Assurance 4 x annual salary, contributory pension scheme, private medical and comprehensive travel insurance for you and family in line with Scheme rules. 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays. Discounted dental scheme, discounts on brand new vehicles and Employee Assistance Program (EAP). Free eye test with money towards new prescription glasses. About Percepta: Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organisation, and we live, breathe, and play by them
every
day
. As a Percepta team member, you can expect: Culture of Service
– to be treated like you are the customer from day one. Teamwork
– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions. Respect
– a team that is accountable, dependable and gives you their full attention. Proactive
– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization. Career Growth
– lots of learning opportunities for aspiring minds. Diversity
– be a part of our growing diverse and community-minded organization that is all about having fun! Competitive Compensation
– we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
#J-18808-Ljbffr
Up to £35,260 + Company Benefits + Onsite Parking Working Hours:
Monday – Friday 40hpw between 0830-1700 however flexibility is required. This role requires you to work 2 days a week on site (flexible with days) and then 1 day per month travelling as required between UK sites and internationally within Europe as per the business needs. As a
Salesforce Business Admin in the UK , you’ll be a part of creating and delivering amazing support, while also enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing: The Salesforce Business Admin Analyst is an integral part of the Salesforce EU CRC Business Administration team, supporting users of Salesforce across European CRC hubs. This team will lead the deployment of the Salesforce CRM system across 5 hubs in 2025. The Salesforce Business Admin Analyst, working with Ford management, is responsible for post go live support for all European hubs, generating improvement needed to support the daily operational teams. They will also implement configuration updates to support operational changes across the European Contact centres in conjunction with the Pro Tech lead (IT). During a Typical Day, You’ll: Configure permissions for Salesforce users for each hub. Perform users’ administration (the individual will have a European role and European permissions). Build Salesforce dashboards and create reports for agents, team leads, and supervisors to support Operations. Perform initial triage of agent queries/incidents to address where possible or raise incident tickets for Salesforce support team engagement (through JIRA). Escalate systemic issues as appropriate to Pro Tech / Ford management for resolution. Work with Pro Tech support team and agents to analyse errors or unexpected system behaviour. Provide feedback to QA and Training to improve agent knowledge and system usage. Perform UAT & smoke testing of new functionality or system changes. Provide Operations and management with data extracts and analysis. Act as a liaison between Operations and the Salesforce team to define changes to system requirements. Work closely with the Learning and Development team to build training of new functionality or system changes. Partner with Salesforce dedicated trainer to provide guidance and support to agents in the use of the Salesforce application. Support Salesforce AFR process and access to legacy CRM data on request. What You Bring to the Role: Undergraduate University degree or relevant experience. Mid-level experience as an administrator and data analyst across multiple CRM. Salesforce experience preferred, but not essential if extensive experience with other CRM systems can be demonstrated. JIRA experience preferred, but not essential if experience with other IT ticketing systems can be demonstrated. Skills: Demonstrated knowledge and experience across multiple CRM. Ability to articulate user needs and to communicate with developers as required. Quick thinker and ability to take initiative. IT literate (including IT ticketing system such as Rally or Jira). Knowledge of EU Contact Centre processes. Good problem solving and analytical skills. Organised and able to navigate through multiple requests across several communication channels (Teams, Slack, Webex, etc.). Ability to work in a team environment as well as autonomously. Other: Able to work to a flexible schedule; may be required to attend US time zone meetings which fall outside of core EU CRC hours. Able to work remotely / hybrid. Regular travel is required between UK sites and internationally within Europe; at least once monthly based on business needs. What You Can Expect: Life Assurance 4 x annual salary, contributory pension scheme, private medical and comprehensive travel insurance for you and family in line with Scheme rules. 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays. Discounted dental scheme, discounts on brand new vehicles and Employee Assistance Program (EAP). Free eye test with money towards new prescription glasses. About Percepta: Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organisation, and we live, breathe, and play by them
every
day
. As a Percepta team member, you can expect: Culture of Service
– to be treated like you are the customer from day one. Teamwork
– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions. Respect
– a team that is accountable, dependable and gives you their full attention. Proactive
– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization. Career Growth
– lots of learning opportunities for aspiring minds. Diversity
– be a part of our growing diverse and community-minded organization that is all about having fun! Competitive Compensation
– we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
#J-18808-Ljbffr
