Salesforce Admin

Job Description

Job Summary: We are seeking a dedicated IT Support Specialist for our Engage application, which is based on the Salesforce platform. The ideal candidate will manage ticket operations, monitor and report on key performance indicators (KPIs), Change Requests and lead initiatives to improve processes and manage integrations with other AstraZeneca IT systems. The role requires a proactive individual contributor with strong analytical and problem-solving skills. Key Responsibilities: Ticket Management: Efficiently handle and resolve support tickets using Salesforce Admin license. KPI Monitoring and Reporting: Track and report on KPIs related to the Engage application to ensure service quality and operational efficiency. Change Management: Gather requirement, analyze impact, Handle configuration changes, test and deploy along with proper documentation. Project Involvement: Participate in and contribute to Operational Releases, Salesforce Product releases, projects aimed at enhancing the Engage application and its integrations. Integration Management: Oversee and manage integrations between Engage and other AstraZeneca IT systems. Process Improvement: Identify areas for improvement within current processes and propose actionable solutions to enhance efficiency and effectiveness. Qualifications: Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Experience: Proven experience in managing Salesforce based applications (4-7 years), preferably on Life Science/Pharma Domain Experience in IT support and good understanding of ITSM Principles, ways of working. Hands-on experience ticket management systems and tools (ServiceNow, JIRA) Experience in monitoring and reporting KPIs. Skills: Proficient in using Salesforce Admin tools, SOQL Queries, Reporting and Dashboards. Should be Salesforce certified. Must have good understanding of Overall SFDC Architecture & landscape Must have good knowledge & work experience in SFDC configuration, customization Understanding & work experience in integrating salesforce.com application with external applications. Strong analytical thinking and problem-solving abilities. Excellent communication skills, both written and verbal. Ability to work as an individual contributor and take initiative in driving improvements. Familiarity with integration management and process improvement methodologies. Competencies: Communication: Ability to effectively communicate technical information to non-technical stakeholders. Analytical Thinking: Strong ability to analyze data, identify trends, and make data-driven decisions. Problem Solving: Skilled in identifying problems, developing solutions, and implementing changes. Individual Contributor: Capable of working independently, managing time effectively, and prioritizing tasks. Initiative: Demonstrates a proactive approach to identifying opportunities for improvement and driving change.