Salesforce Operations Associate  

The Role: Salesforce Operations Associate

The Location: Manila, Philippines.

WorkShift: Nightshift and Midshift are open (Depends on availability).

The Team: Our team supports S&P Platts Global team members in our Commercial organization to attract new clients and provide support using our CRM tools and applications. We work to drive operational efficiency for all business stakeholders by working within the agile framework to prioritize, plan and oversee the delivery of strategic initiatives on the SFDC platform. This team works with employees around the globe and at all levels in the business, providing a unique opportunity to get exposure to all areas of the business. We are a growing team with many senior associates that can provide on-the-job training and mentoring on a going forward basis.

The Impact: The Commercial Systems and Tools team drive operational efficiency by enforcing the agile methodology and owns the prioritization of the S&P Global Platts Salesforce strategic initiatives. We also provide communications and overview on new system features, and improve data quality by implementing efficient data governance processes.

What’s in it for you:

Work with a global team and business Support a fast-paced business Work on a variety of projects and applications/software Team is growing quickly alongside the business so there is a lot of opportunity for advancement in the future On the job training and development

Responsibilities:

As a Salesforce Operations Associate, you will:

• Support our Commercial teams around the globe in their daily workflows and ensure our CRM system is meeting the needs of the business.
• Handle questions related to Salesforce and its applications and processes.
• In depth understanding of business user processes and answer related questions from technology.
• Act as Tier 1 support for Salesforce cases, resolving system/process issues and escalating to correct teams if needed.
• Tenaciously work through issue identification, resolution, documentation and communication.
• Work alongside the Salesforce Product Team Lead Product Owner to assist in creating user stories to translate business needs into technology requirements
• Ensure our help documentation and applications are up to date and accurate.
• Participate in Agile projects to improve the SFDC experience and be able to conduct User Acceptance Testing with a high level of scrutiny.
• Work with business users in conducting UAT and defect resolution
• Assist Product Owner in prioritizing work items for the scrum team
• Assist Product Owner in creating additional work items (defects) ensuring all details are in place with the work item being ready for grooming
• Assisting in triaging of issues escalated to the scrum team and communicating these findings to stakeholders
• Provide reporting on KPIs across the business on a regular basis using CRM applications and Microsoft Excel.
• Analyze Commercial processes and procedures to find areas for improvement. Work with a LEAN mindset.
• Champion SFDC best practices throughout the organization
• Ideal candidates will have an undergraduate degree, or certification in a related field, and possess strong quantitative, analytical and interpretive skills.
• Excellent oral and written communication skills are required along with excellent MS Office skills.
• The candidate should possess strong organization, prioritization, problem identification, and problem solving skills to manage internal workflows and client communication.

What We’re Looking For:

Basic Qualifications:

• An undergraduate degree on Finance, Accounting, Business, Economics, Computer Science or any related field.
• Preferably with 1-5 years of experience in client support function. Fresh graduates are welcome to apply.
• Must possess strong quantitative, analytical and interpretive skills.
• Excellent oral and written communication skills are required along with excellent MS Office skills.
• Have excellent skills in using MS Excel.
• The candidate should possess strong organization, prioritization, problem identification, and problem solving skills to manage internal workflows and client communication.
• Ability to take initiative, use consultative skills and build strong, productive relationships.
• Must have Salesforce experience (Certification is highly preferred)
• Willing to work in Pasig Office (Tiendesitas)
• Willing to work Night Shift/Midshift

Preferred Qualifications:

• Work experience in Salesforce
• Certification in Salesforce will be an advantage.

• Excellent Communication Skills
• Solid Experience in Salesforce (or other CRM tools)