IT Business Support Partner

at  Gateley

THE PERSON

This opportunity would ideally suit an individual with knowledge of the Salesforce platform and its features, benefits, and limitations, or a willingness to learn and obtain relevant certifications.

Ideally, the successful candidate will showcase the following:

• Salesforce Associate certification or higher.
• IT Qualifications such as a computer science degree.
• Working knowledge of Salesforce Experience Cloud.
• Knowledge of Salesforce configuration, workflows, and data management.
• Administrative Salesforce experience.
• Experience of working with 3rd party support partners and vendors and managing contracts and service level agreements.
• Administrative Salesforce experience.
• Experience of working with 3rd party support partners and vendors and managing contracts and service level agreements.
• Experience of managing new releases and patch upgrades to Salesforce or other CRM applications and linked systems.
• Experience with Salesforce Experience Cloud

Essentially, all candidates must have the following attributes:

• Excellent analysis, troubleshooting and resolution skills are a must.
• Ability to prioritise workload and work to deadlines.
• At least 4 years IT support and IT project delivery experience.
• Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve issues in a fast-paced and dynamic environment.
• Customer-focused and service-oriented, with the ability to build and maintain positive relationships with internal and external stakeholders.
• Flexible and adaptable to change.
• Willingness to learn new skills and educate others.
• A responsible and honest attitude.
• Remain calm under pressure.
• Attention to detail.
• Excellent communication skills, both verbal and written, with the ability to communicate complex technical issues to non-technical audiences and vice versa.
• A ‘Can do’ attitude.
• Proactive and self-motivated, with the ability to work independently and as part of a team.

This job description is not an exhaustive list due to the requirements of the role. Therefore, the job holder may be required from time to time to carry out other ad hoc tasks as requested.

DIVERSITY, INCLUSION AND WELL BEING

Diversity, inclusion and well-being is an important part of Gateley’s culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture.
We create an exciting and rewarding place to work that aims to fulfil everyone’s potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.
We are proud to have been recognised by The Law Society as gold standard for our Diversity and Inclusion Charter and to be Stonewall Diversity Champions.

THE ROLE

Reporting to the Application Support Manager, as an IT Business Support Partner at Gateley you will be a member of our Application Support team aligned with one of our newest businesses, Austen Hayes. The team at Austen Hayes have acted on some of the most complex and significant collective cases in the UK, brought by both consumers and businesses. They have been at the forefront of the rise of class actions in the UK, including previously acting as lead solicitor for over 71,000 individuals in the landmark Volkswagen NOx Emissions group litigation case, which settled for £193m in May 2022.

You will be working closely with Austen Hayes and their specialist team of lawyers, supporting their daily IT operations and planned growth by overseeing the following areas relating to their new case management system, Salesforce:

• Provision of immediate Salesforce support for day-to-day actions.
• Oversight of system development in relation to new claims or changes to existing claims.
• Management of relationships with 3rd party support partners.

Management of new releases and patch upgrades to the Salesforce application and linked systems.
This is a support and therefore people centric role and as such we seek an individual with exceptional communication skills and the ability to communicate technical issues to non-technical audiences and vice versa. You will have a technical IT background with experience in both support and project delivery and whilst previous experience working with Salesforce at an administrative level would be advantageous, it is not essential.

RESPONSIBILITIES

Reactive:

• Monitor and troubleshoot issues related to the Salesforce application and linked systems, such as integrations, data quality, security, and performance.
• Provide technical support and guidance to end users and stakeholders, resolving queries and requests in a timely and professional manner.
• Implement configurational changes in Salesforce as per business requirements.
• Collaborate as needed with internal teams and external partners to design, develop, test, and deploy new Salesforce workflows to bring new claim processes online expediently.
• Execute data imports, exports, and data cleansing activities as needed.
• Manage the administration and security of the Salesforce application, including managing user profiles, roles, permissions, and licenses.

• Manage relationships with 3rd party support partners, ensuring that service level agreements are met, and issues are escalated and resolved as needed.To be aware of and comply with the company’s policies and procedures.

Proactive:

• Regularly review existing workflows and recommend improvements to enhance overall efficiency and user experience.
• Collaborate with internal teams and external partners to design, develop, test, and deploy new features and enhancements for the Salesforce platform, following best practices and standards.
• Liaise with software vendors in relation to release roadmaps for all integrated components of the Salesforce system, organising testing and release management activities to support enhancements and integrations.
• Maintain and update documentation, training materials, and user manuals for the Salesforce application and linked systems.
• Conduct training sessions for end-users to ensure they are proficient in using Gateley’s Salesforce system.
• Adhering to (and suggesting improvements to) Gateley’s Software Delivery Lifecycle (SDLC).
• Ensure data integrity and accuracy within Salesforce by implementing and enforcing data quality standards, while ensuring good CRM hygiene to comply with regulations such as GDPR.