System Analyst (Salesforce Communications Cloud)

We’re building an inclusive work environment

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

The hiring manager for this role is Kurt D, Salesforce Manager. We appreciate that sometimes it’s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email – you can to HR@Zeninternet.co.uk and we will get back to you as soon as possible.

FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

Overview

As a Salesforce Systems Analyst with a focus on Communication Cloud, you will play a critical role in the Technology Department at Zen Internet, leading our organisation's Salesforce strategy and operations. You will be responsible for supporting and evolving our adoption of Communication Cloud incl. comms data model, OmniStuido, CPQ, promotions and discounts, and document generation. The Comms Cloud product is just one of many products within our Salesforce eco-system. Other products include. Sales Cloud, Marketing Cloud Account Engagement (was Pardot), Marketing Cloud Engagement, Certinia PSA, to name a few, and has a base of 500+ users. This role requires an excellent understanding of Salesforce, exceptional problem-solving skills, and the ability to collaborate with various stakeholders to drive system development and adoption.

Key Responsibilities

• Project Leadership: Lead and manage Comms Cloud-related projects, including system enhancements, new feature implementations, and system integrations. Collaborate with cross-functional teams to ensure that the analysis of business needs, the subsequent requirements / user stories and business processes are clearly understood, captured, estimated, and planned.

• Documentation: Define, maintain, and govern adherence to guidelines and standards. Maintain detailed documentation of system configurations, customisations, and processes for future reference and training.

• Coaching and Mentoring: Coach and mentor other Salesforce administrators, helping them develop their skills and expertise in Comms Cloud configuration, customization, and best practices.

• Stakeholder Management: Engage with key stakeholders across all levels to understand their requirements and challenges. Translate business needs into Salesforce solutions and ensure alignment with organisational goals.

• System Maintenance and Upgrades: Stay current with Salesforce updates and releases. Plan and execute system upgrades, ensuring minimal disruption to users.

• Proactive Platform Monitoring and Alerting: Implement and manage proactive monitoring and alerting systems for Salesforce. Continuously monitor key aspects of the platform, including licenses, certificates, API limits, data storage, backups, archiving, availability, performance, and email functionality. Identifypotential and actual platform issues early and take necessary actions to resolve them swiftly, logging and escalation with Salesforce support / Account Manager as necessary.

• Data Management: Manage data quality, integrity, and security within Salesforce. Develop and implement data cleanup and maintenance processes. Regularly perform data audits and validation rules.

• Salesforce Configuration and Customisation: Customise and configure Salesforce to meet the needs of our sales, marketing, and customer service teams. Create and maintain custom objects, fields, and page layouts as necessary.

• User Support and Training: Provide support and training to Salesforce users, ensuring they can effectively use the system. Troubleshoot and resolve user issues in a timely manner.

• Workflow/Process Automation: Design and implement automated processes to streamline business operations and improve efficiency.

• Reporting and Analytics: Create and maintain reports and dashboards to provide insights into key performance metrics. Help stakeholders analyse data to make informed decisions.

• Integration: Work with other teams to integrate Salesforce with other business-critical systems, ensuring data flows smoothly between platforms.

• Security and Access Control: Manage user profiles, roles, and permission sets. Implement and maintain security best practices to protect sensitive data.

Skills & experience

• 2-4 years hands-on Salesforce configuration experience

• 1-2 years hands-on configuration experience in Vlocity, Salesforce Industries, Communications Cloud.

• Certifications such as Industries CPQ Developer, Omnistudio Developer, are advantageous.

• Experience of coaching and mentoring colleagues and a proven track record of helping individuals develop technical, analytical and soft skills.

• Extensive experience of eliciting and managing requirements.

• Strong analytical and problem-solving skills with a clear understanding of change management functions and processes.

• Ability to prioritise and escalate effectively.

• Excellent communication and organisation skills with the ability to manage expectations and explain detail in both a technical and business friendly way.

• Self-driven with initiative and a good level of self-confidence.

• Agile environment experience, working with Scrum.

• The ability to learn quickly.

• Ability to deliver user training and feedback.

• Broad knowledge of hardware, software, and programming knowledge.