Salesforce Analyst/Admin

**CLIENT**

A global digital agency delivering innovative digital and creative solutions with technology delivery centers in Switzerland and other countries.
**JOB DESCRIPTION**
- Perform trend analysis
- Create problem tickets based on agreed actions
- Perform retrospective to capture results and understand how it can be further improved
- Ticket Resolution and Management
- Ticket resolution within SLA's agreement defined per priority, for Level 2 support tickets
- Coordinate the communication between the customer and other requested participants if required
- Implement resolution (if is under team scope)
- Coordinate the resolution - create repository branches and generate pull-requests (code changes) if needed
- Responsible to cover all the code changes (code coverage) in the resolution if required
- Responsible to build/maintain L2 support team documentation updated - Process changes, configuration documents, ticket resolution guidelines (Knowledge Articles)
- Responsible to build/maintain Knowledge articles and FAQ's to be provided for L1 teams
- Maintain the testing coverage for support ongoing operations
- Receive knowledge transfers from new projects
- Review all documentation provided by new projects to acquire knowledge regarding new processes implemented
- Review all code changes made by new projects to acquire knowledge how the processes are being performed

**JOB QUALIFICATION**
- Must be proactive
- Experience in ticket management
- Experience in resolving complex tickets
- Good communication skills
- Availability to work on a shifting schedule and a work-from-home setup (until further notice)

**ACTIVE DATES**

Urgent hiring!