REF # 1804203


Salesforce Group IT Support Analyst

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A leading investment group seeks a highly talented Salesforce Group IT Support Analyst to join its team where you will be responsible for the health of a diverse number of applications that support client management, marketing & sales. Your role will also include providing exceptional support, training and reporting to a global user base. You require a relevant tertiary qualification, strong understanding of the business area & relational databases and Salesforce. MS SQL & experience in a “helpdesk” and/or call centre environment will prove beneficial. You must be willing to travel and work flexi-time.



Client Group Application First Line Support –

Ensure all user queries regarding applications are prioritised and attended to in a timeous manner.

Manage systems access control i.e. starters and leavers.

Differentiate between support and enhancement requirements and channel these appropriately.

Ensure new requirements are properly analysed and well documented to provide clear specifications to the offsite development team.

Oversee development being done by external developers and ensure it meets the prescribed requirements.

Ensure that enhancements and new systems and processes are being correctly adopted by the business.

Assist users with reporting and dashboard requirements.

Ensure that the systems remain “clean” i.e. no duplicate data, unused reports, and unused fields.

Provide support and guidance to global and regional business heads and their teams in their responsibility of managing prospect and existing client data.


Training –

Develop effective training programmes.

Ensure relevant training material is being produced and maintained for each of the tools and for all new enhancements.

Enrich and maintain a client group training portal.

Provide super user training and support.

Promote adoption of new functionality through communication and well- developed training programmes.


Testing –

Assist the team with testing of new functionality.

Assist the application super users with the User Acceptance Testing.


General –

Ensure general health of all systems and that all systems are well maintained.

Produce relevant system audit reports every 6 months.

Keep abreast of new technologies that may impact the company environment.

Create and maintain strong relationships with the global, external CRM community.

Provide first line support to global users.

Support staff from all regions and time zones which will require additional offsite work and occasional support over weekends and public holidays.



Qualifications –

Relevant tertiary qualification.


Experience/Skills –

Strong understanding of the business area.

Salesforce experience essential.

Understanding of relational databases.

Strong proficiency in Microsoft Office products (Excel, PowerPoint, etc.).


Willingness to travel.

Flexible in terms of working hours.


Advantageous –

MS SQL (preferable).

Prior experience in a “helpdesk” and / or call centre environment.

Experience working with a campaign management application.



Self-assured, assertive.

Strong communication skills.

A passion for user support and training.

High attention to detail.

Must be organised.

Time Management skills.

Team Player.


While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.



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