IT Application Jira/Salesforce Administrator

The successful candidate will act as a technical consultant and subject matter expert throughout the lifecycle of all assigned applications. He/She will respond to both critical and routine application support requests, and interfaces with software vendors, organizations staff, and consultants for development and support.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Maintain Customer Care Case Management system and other core systems for Customer Care
  • Acts as Subject Matter Expert for assigned applications
  • Updates and maintains application configurations, including user security, as need to meet business requirements
  • Consults directly with Customer Care users to assess their needs and then creates and implements strategies to improve either the business or application
  • Creates reports in the assigned systems as requested
  • Acts as the system administrator for the systems ensuring accurate use of fields and data
  • Documentation of configuration and field usage of the supported systems
  • Create technical documentation for internal department training
  • Coordinates updates to the systems and tests updates prior to deployment
  • Monitors the Customer Peer to Peer platform to ensure discussions are answered and information provided in a timely fashion.
  • Works closely with Internal Technology, Sales Enablement, and Marketing

QUALIFICATIONS:

Candidate must have the following qualifications:

  • Previous Application Administration and Customer Support experience
  • Previous experience with deployment or maintaining a Help Desk or CRM solution
  • Familiarity with ITIL Service Management principles
  • Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
  • Ability to stay organized
  • Ability to work and collaborative within a team
  • Effective communication skills
  • Strong interpersonal skills
  • Positive attitude

EDUCATION and/or EXPERIENCE: 

  • Bachelor’s degree in a technical discipline or equivalent experience with proven training in applications, network administration and/or computer programming. 
  • Minimum 5 years of related experience.
  • Experience with managing and migration of customer support application such as Salesforce to a new Customer Contact Tool (Fresh, Zendesk or Jira) 
  • Experience managing other internal applications such as Single-Sign-on
  • Experience in providing input and assistance in the configuration and deployment of new systems for Customer Care.

 

Working Hours:

2PM - 10PM CET (flexibilty required during upgrades or critical issues for on-call support)

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