Support Analyst Salesforce

Support Analyst Salesforce
Póvoa de Varzim
Póvoa de Varzim, Porto District, Portugal

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Job Description

Job Title

Salesforce / Business Applications Analyst – EMEA

Location

Concentrix Porto Office / Hybrid (2–3 days per week in office, remainder remote)

What You're Day Will Look Like

The Salesforce / Business Applications Analyst provides Level 1 functional support for Salesforce CRM, Experience Cloud, and related integrations across Tandem Diabetes’ EMEA region. This role manages triage with the Salesforce Managed Services Provider (MSP), ensures efficient escalation of issues, supports
- user training, maintains system documentation, and collaborates with business teams to capture and translate requirements for system enhancements. The analyst works closely with global IT and business teams to maintain a reliable, compliant, and
- friendly Salesforce environment.

Primary Duties & Responsibilities

• Provide Level 1 functional support for Salesforce CRM, Experience Cloud, and related integrations.
• Triage and log incidents in Jira, escalating Level 2/3 issues to Salesforce MSP or Business Applications Manager as appropriate.
• Assist users with navigation, reporting, and functional issues within Salesforce.
• Collaborate with D365 and integration MSPs to troubleshoot data synchronization or integration issues.
• Maintain and update user guides, training materials, and documentation to support international teams.
• Support testing activities for system enhancements, new integrations, and releases.
• Deliver onboarding and refresher training sessions for business users.
• Assist in defining and documenting business requirements for new Salesforce functionality or workflow improvements.
• Manage user access, profiles, and permissions following governance policies.
• Monitor Salesforce queues and system health metrics, ensuring incidents are addressed in a timely manner.
• Escalate unresolved or critical incidents to Business Applications Manager and International IT Director as per escalation protocol.
• Ensure compliance with GDPR, data privacy, and Tandem security policies.
• Ensure compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.
• Perform other duties as assigned.

You're Awesome At

Knowledge, Skills & Abilities:

• Strong understanding of Salesforce CRM (Sales, Service, and Experience Cloud modules).
• Experience supporting international user communities and
  - region Salesforce instances.
• Knowledge of Salesforce administration, including profiles, roles, permission sets, and data management.
• Experience working with Managed Services Providers (MSPs) for CRM platforms.
• Strong customer service orientation and effective communication skills.
• Familiarity with ITIL and incident management best practices.
• Ability to create and maintain
  - friendly training and documentation materials.
• Knowledge of databases, software, and business systems.
• Skilled at presenting information clearly and concisely to all levels within the organization.
• Ability to respond calmly and confidently to changing situations.

Minimum Certifications / Educational Level

• B. S. in Computer Science or equivalent combination of education and applicable job experience.
• 5 years of experience in an IT support role.
• 2 years of experience in CRM application support.

Job Scope

• Understands professional concepts of area of specialization and uses them to creatively resolve issues.
• Works on problems of varied scope where analysis of situations or data requires review of multiple factors.
• Normally receives general instructions on routine work, requiring guidance only on new projects or assignments.
• Customarily and regularly exercises discretion and independent judgment.

Work Arrangement

This role is hybrid, based in the Concentrix Porto office 2–3 days per week with the flexibility to work from home the remaining days.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

Medical Equipment Manufacturing