- Provide technical guidance to IT colleagues.
- Provide a proactive and high quality second line support to the user community.
- Ensure support Service Now tickets are responded to within a timely manner.
- Manage the customers expectations and ensure they receive regular updates on outstanding issues.
- Ticket escalation.
- Manage issues through to resolution.
- Update helpdesk tickets so others can see updates.
- Carry out root cause analysis.
- Undertake continuous improvement & small-scale enhancements/mini projects as requested.
- Create and update documentation as required.
- Ensure our Salesforce application is kept secure and adheres to our IT Security and Information Risk controls.
- Build and support Salesforce applications and customisations.
- Work with business users, business analysts and IT project managers to understand support tickets raised and deliver resolutions.
- Work with business users, developers, business analysts and IT project managers to understand business requirements and support tickets raised and deliver resolutions
- Work with IT colleagues to design software solutions to address these requirements within the context of the Insight systems architecture and current tool set.
- Facilitate the testing and release of software solutions and the handover of systems to support
- Engage with key stakeholders, users and user representatives to establish business drivers and derive functional requirements.
- Help develop solutions in accordance with Insight standards and deliver solutions that meet the existing Insight change management processes.
To be successful in this role, we re seeking the following:
- Outstanding knowledge of Salesforce Lightning CRM.
- Completed and ongoing Salesforce certifications.
- Build and support Salesforce applications and customisations
- Able to configure and develop custom objects / apps using Salesforce.com
- Develop and implement high quality software to implement the design within the agreed scope, time and budget constraints of the project, and in accordance with the Insight standards, procedures and guidelines.
- Create and maintain workflows, approval processes, and validation rules based on internal stakeholder requirements, in particular using Flow and Process builder.
- Data manipulation and data load preparation in Salesforce.
- Experience of working in an asset or investment management organisation, with an understanding of business activities such as client agreements, trade processing, valuation, risk management, different asset types, portfolios, positions & holdings.
- Experience of working in Agile delivery teams using Scrum or Kanban.
- An intellectual and proactive problem solver with a sense of personal responsibility and the ability to own and manage complex deliverables, problems and issues through to resolution and delivery.
- Close attention to detail, with a keen curiosity and ability to ask questions to build understanding in order to solve complex problems.
- A resilient and adaptable attitude to support an agile approach in a risk averse, regulated and closely managed development environment.
- Must have worked for a Financial Services firm before
