3 months initially

Outside IR35 (LTD Company)

Hybrid working (2 days a week in London)

Our client an Insurance Broker are currently looking to recruit a Salesforce Support Manager to join them on a 3-month contract. This Salesforce Support Manager is responsible for coordinating day to day application and service support of the Salesforce platform through managing and leading a technically proficient, customer service focused Support team.

Key Responsibilities/Accountabilities

• Lead and manage the support team of the Salesforce platform and processes and supporting services, utilising internal and offsite support resources and capabilities.
• Ensure the quality and delivery of service delivers on time, are in line with agreed service levels and processes, and meets business expectations.
• Analysing and managing complex support issues, and escalating to senior IT staff when required.
• Own major issues from initial report to resolution, communicating with IT Senior Management and Customers regularly regarding issue status.
• Ensure transition of knowledge to enhance the Support team technical abilities and increase first time fix rates.
• Manage the creation of knowledge articles and relevant processes and procedures required for the Support Team to carry out their role effectively and efficiently.
• Ensure support resources work on appropriate priorities and coordinate effectively through regular meetings, stand-up planning sessions and conferences with other analysis, development and support teams as required.
• Examine complex problems, working with other IT and business resources to determine root-cause analysis, identifying the severity and impact, and proposing resolutions to stop these happening again.
• Produce daily, weekly and monthly reports and updates on service delivery, utilising PowerBI etc for MI purposes
• Work with the IT Service Manager to prioritise work, manage changes and implement processes to improve the day to day running of IT services.
• Manage System and application changes and releases, whilst also assessing impact, risks and value of these.
• Ensure systems and applications are stable and fully functional after any system application change or release has taken place.
• Liaise with Business users, analysts and system developers, when requested to carry out any systems or application testing.

Knowledge and Experience

• Experience in delivering exceptional, customer focused and service driven support for a Salesforce based platform
• Experience in administration, configuration and support of Salesforce solutions
• Ability to effectively analyse and resolve complex system problems.
• Ability to successfully coordinate team member's priorities and tasks.
• Good general understanding of Insurance platforms and products.
• Experience of working in a rapidly changing IT environment.
• Commercial experience in testing web or Back Office applications is desirable but not required.

Compliance & Regulatory Responsibilities.

• To remain compliant with all relevant regulatory requirements at all times.
• To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering etc.
• To share ideas, best practice and other information within the team.
• Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements.
• Maintain accurate records and deal with correspondence appropriately.

Professional Qualifications

• ITIL Foundation Certificate Desirable
• Management and Leadership Qualification Desirable
• Salesforce Administration

This is a Contact for a Salesforce Support Manager to working for a top organization. To apply to this position, please send a CV or call to discuss options.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.