Salesforce Business Support Analyst (Remote)

About the business:
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services division, we help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. We are a fast-growing division of the RELX Group, and the convergence of many industry-leading solutions are providing LexisNexis Risk with significant opportunity for future growth. You can learn more about LexisNexis Risk at the link below.
https://risk.lexisnexis.com/

About our team:
The current team has good Salesforce knowledge allowing them to identify issues through troubleshooting and user engagement. As well as interaction with our user community, the team works closely with the wider Salesforce Productivity Team to support the evolvement of the Salesforce Platforms.
The Business Support team analyst will be the first line support for all our Salesforce users answering queries and escalating where applicable.

About the job:
Our Salesforce platforms support many internal users across multiple business units. Every function from marketing through to customer aftercare is included in our Salesforce platform. The Business Support team acts as the first line support for all our users. The team manages a high number of varied queries and requests, no two days are the same! As a Global business we support on a 24/5 basis offering a hybrid approach to office and home working.

You’ll be responsible for:

• Manage the daily intake of requests/ issues into the Salesforce Business Support Case Queue
• Work with the requestor to triage the Case to gather and understand the request/ issue,
• Resolve the requests/ issues where possible, utilizing a knowledge base of materials.
• Ensure defined processes are understood and followed by all teams when resolving issues.
• Clearly document the resolutions and outcomes using key words which can be referenced in the knowledge base.
• Escalate cases through to the technical team where appropriate ensuring the issue is clearly documented.
• Support the Salesforce Strategy Team in the prioritization of bug and enhancement requests and ensure that business users are kept informed on progress.
• Ensure response times are relevant according to severity of case.
• Working with colleagues within the Sales Productivity team to define ongoing support processes.
• Escalating inquiries to the appropriate team, when necessary
• Support with Data Maintenance across the Salesforce Platform

Qualifications:

• Experience working in a Support team.
• Ideally have knowledge of Salesforce and its relative benefits.
• Attention to detail and organized.
• Great written and verbal communication skills.
• Passionate about providing exemplary support.
• Good problem-solving skills and being able to deconstruct complex issues and requirements.
• Driven, enthusiastic and self-motivated.

Culture and benefits:

• Learn more about the LexisNexis Risk team and how we work (clink:here)
• LexisNexis Risk Solutions Group - US Atlanta, Dayton, Boca Raton/ Hybrid

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LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form:https://forms.office.com/r/eVgFxjLmAK