Job Description

Company Description

Informa is one of the world\'s leading knowledge providers. We create and deliver highly specialized information through publishing, events, training, market intelligence, and expertise, providing valuable knowledge to individuals, businesses and organizations worldwide.

Informa Markets creates platforms for industries to trade, innovate and grow. We provide customers and partners around the globe with opportunities to engage, experience, and do business through face-to-face exhibitions, specialist digital content, and actionable data solutions. As the world\'s leading exhibitions organizer, with over 500 international events, we bring a diverse range of specialist markets to life, unlocking opportunities and helping them to thrive 365 days of the year.



As a CRM Support Analyst (Salesforce), you will be responsible for providing level 2 support for Informa Markets\' Sales Applications.

Job Responsibilities

• Level 2 support for Informa Markets\' Enterprise Applications for Sales
• Managing and resolving Service Requests and Incidents for Sales Applications within service levels and other operational targets
• Work closely with Operations Lead
• Providing guidance and training to internal customers on usage of Sales applications
• Supporting and encouraging \xe2\x80\x9cuser adoption\xe2\x80\x9d
• Gathering and analyzing business requirements for development requests
• Creating/Maintaining Knowledge Articles for Operations team
• Creating reports and dashboards for internal customers
• Collaboration with Operations Lead identifying opportunities for platform improvements
• Formal and informal meetings with business stakeholders at all levels
• Regular and ad-hoc operational meetings with Operations Squad teams
• Monitoring (internal) customer satisfaction and actively seeking opportunities to improve customer experiences through service and process improvements
• Developing and maintaining strong relationships with key business stakeholders, ensuring a good understanding of business drivers and priorities
• Managing escalations from (internal) customers

Qualifications

Qualities need for the role

• Demonstrated experience in working with geographically distributed teams, across time zones.
• Skilled communicator, able to confidently engage at all levels
• Acts with integrity, tact, and diplomacy to formulate trust at all levels
• Positive approach, focusing on solutions rather than obstacles
• Able to remain calm and clear-thinking in pressurized situations
• Able to explain technical concepts clearly and meaningfully to a non-technical audience
• Able to prioritize and manage a diverse and demanding workload

Skills Required

• Minimum 2 years of experience supporting Salesforce in an enterprise environment
• Salesforce Certified Administrator is preferred
• Good understanding of ITIL methodology, particularly Incident, Service Request, Change

Desired

• Experience supporting Salesforce with Lightning UI
• Experience providing level 2 support for Conga Composer, CPQ, DocuSign, Map Your Show
• Experience working within events and exhibitions industry

Additional Information

Why work at Informa?

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritize promotions internally. Our benefits include:

• Learning and development plan to assist with your career development
• 25 days annual leave, 4 days for volunteering and a day off for your birthday!
• Competitive Benefits
• Work with high quality specialist products
• Bright and friendly staff who are all \xe2\x80\x9cexpert\'s experts\xe2\x80\x9d and additional training and development for helping you achieve your career aspiration
• Share-Match options - become a shareholder
• Regular social events and networking opportunities

We know that sometimes the \'perfect candidate\' doesn\'t exist, and that people can be put off applying for a job if they don\'t fit all the requirements. If you\'re excited about working for us and have most of the skills or experience we\'re looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

Please let us know of any adjustments we need to make for you to show us your best self. We want all of our candidates to shine in the recruitment process!

See how Informa handles your personal data when you apply for a job .

We know that sometimes the \'perfect candidate\' doesn\'t exist, and that people can be put off applying for a job if they don\'t fit all the requirements. If you\'re excited about working for us and have most of the skills or experience we\'re looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

All your information will be kept confidential according to EEO guidelines.

Informa