CRM Production Support Analyst - Salesforce

  • Up to £600 per day
  • Londres, Angleterre, Royaume-Uni Londres Angleterre GB
  • Intérim, Plein-temps
  • Caspian One Recruitment Solutions
  • 26 juin 18 2018-06-26

Caspian One are currently looking for a CRM Production Support Analyst to join a large Tier 1 Investment Bank based in London.

The successful candidate will drive business transformation across Capital Markets through a new Salesforce CRM platform covering 2500 users. This will involve liaising between the business users, internal systems team and external vendors, initiating and Managing projects, supporting production issues, managing vendor/system releases and Actively managing user priorities.

You will provide a thorough analysis of current business workflow and align new strategy to the large user base across different divisions; influence senior management on project strategy and identify business opportunities.

 The candidate must also have a strong technical background to coordinate platform enhancements with software vendors and internal business partners.  The candidate should have a strong understanding of how the business operates and validate all changes are delivered in high quality and highly justifiable from a time/cost perspective.

 The candidate has to be viewed as the go-to person for all issues facing the CRM business transformation initiative and Financial & Analytics Client Portal.  It is important for the successful candidate to be perceived as a partner for the business, rather than a task/issue-taker.  The incumbent has to exercise sound judgment when business push-back is appropriate on short-term struggles and offer a well analyzed and strategic mindset that will maximize the benefits in the long term.

The Role: 

  • Work with the business user to understand issues and help resolve them
  • This role is a 80% support, 20% Business Analyst Role.
  • Provide training on new functionality/ features deployed
  • Carry out Testing of the solution that has been provided by the Development team for Incidents & Enhancements
  • Provide assistance to program management in support of Global Client Intelligence goals Successfully lead to the measurable improvement in business workflow for CRM platforms Influence cross-discipline teams on new opportunities in managing client intelligence
  • Summarize and highlight important enhancements and proactively identify risks and business issues
  • Identify improvement opportunities proactively and drive project progress and benefits

Required Skills:

Core Skills:

  • Extensive Salesforce experience, tier1CRM is preferred. This role is not Project or BA work. It is pure support.
  • Must have knowledge of financial Products/ Investment Banking (equities, fixed income, FX etc.)
  • Strong experience with JIRA and Confluence, familiar with Agile disciplines and change management policies
  • Mid-level Windows Server, UNIX and MS-SQL experience required
  • Required discipline in incident and service desk management to log and report on issues

Business Knowledge:

  • Bachelor’s Degree with an in-depth understanding of Capital Markets.
  • Working knowledge of Capital Markets business which includes all aspects of sales revenue and SalesForce CRM tools
  • Experience working as a business analyst or prod support
  • Experience working with operations, risk and finance
  • Faceoff with business salesforce and technology teams

Desired Skills: 

  • Maintain a “client first” mentality
  • Behave in a manner consistent with RBC Code of Conduct
  • Exhibit strong communication and issue resolution skills
  • Proactive in identifying, syndicating and resolving open issues
  • Ability to collaborate well within a global team