Salesforce Support Analyst - Operations

About the Role The Operations team is responsible for the core processes and technology to create the ONE Jellyfish way of working. This is an exciting opportunity to work for a company who are currently undergoing a major business transformation, underpinned by significant investment in their technology.We are looking for a Salesforce Support Analyst to join our team. We have recently implemented a Salesforce and Financial force platforms and we need a support analyst / engineer to diagnose and resolve issues within salesforce or the integrated systems.Your roleRespond to support requests providing 1st & 2nd level of technical support, documenting resolutions to support requests daily, and escalating tickets as needed in ServiceNow & JIRAResolve bugs in the setup, configuration, work on change management on Sales Cloud Perform basic administrative responsibilities such as user access and permissions through user setup, roles and role hierarchy, profiles, permission sets, public groups, queues, sharing rules and securityTriage help requests raised by Users/ Super Users and diagnose whether the system is/ isn't working as intended and identify which component(s) of the system needs to be remediedSupport enhancement requests, development projects and work on delivery with Salesforce Administrators If required, coordinate across multiple support teams for website, system integrations, data quality, if the incident relates to non-salesforce componentsCreate, update and SOPs or admin training to help avoid future incidents or speed up resolution.Create and update the knowledge base documentation for self service issue resolution