SalesForce Service Cloud Business Analyst and Administrator -12 Month Contract

Job description

Good Food, Good Life is the very essence of Nestlé. This philosophy can be traced back to our beginnings. The Nestlé Company was founded in 1867 by Henri Nestlé, who developed the first milk-based baby formula. Today, over 150 years later, we are recognized as the world's largest Food and Beverage Company employing around 280,000 people and have factories or operations in almost every country in the world. Nestlé Canada has a wide variety of food, beverage and nutrition products to help you and your family live happier and healthier lives including: Gerber and Good Start, Nescafé, KitKat, Smarties, Aero, Delissio, Häagen-Dazs, Boost, Purina, and Nestlé Waters. Nestlé Canada supports your personal growth with a people-focused culture and a flexible and diverse working environment. Find out why , There is more to Life at Nestlé…

The successful candidate will act as the Single Technical Point of contact for SalesForce Service Cloud (aka. Engage) and SalesForce Marketing Cloud products. This person will also be the Single Technical Point of Contact for all local digital initiatives, supporting the Centre for Marketing Excellence and external Business partners. The Business Analyst will be accountable for performing various system administrative assignments as well as ensuring compliance to corporate hardware, software, network, and security protocols. This role requires positive working relationships with various marketing and IS/IT groups throughout the organization, as well as vendors and agencies to ensure compliance to corporate mandates.

Major Responsibilities
· System administration of Salesforce Service Cloud (Engage) and SalesForce Marketing Cloud.
· Responsible for ongoing user management and local technical support of SalesForce Engage.
· Perform troubleshooting for operational issues related with SalesForce Engage and escalate issues experienced to Nestlé SalesForce Global technical teams.
· Provide support to training for Call Centre to ensure that SalesForce Engage is used at the level required to support Nestlé's requirements (e.g. cases, solutions, ideas, customer portal, web to case, email to case, pre-chat, post-chat etc).
· Understand Call Centre operations and identify process enhancements opportunities while leveraging SalesForce capabilities.
· Connect with all necessary stakeholders to resolve issues as well as drive continuous improvement.
· Have the proper business acumen with the ability to review Standard Operating Procedures and identify opportunities within the tool.
· Support Centre of Marketing Excellence teams to manage current and future relevant technological data integration Projects with SalesForce's products.
· Understand the technical side on the new installations and updates on the SalesForce tool.
· Keep relationship with SalesForce vendor to understand new products, technologies and ways of working to enhance Nestlé SalesForce user experience.
· Manage and provide oversight on the deployment of digital assets hosted on a Windows or Linux platform.
· Collaborate and provide quality communication to and from Centre of Marketing Excellence, Marketing organization and agencies on all new compliance enhancements and modifications.
· Ensure compliance of local solutions, digital platforms, systems and data to Nestlé standards and policies and promote these within the local organization and Nestlé external partners (Agencies).
· Provide compliance education and guidance to marketing and agencies as needed.
· Help to maintain remediation plans as necessary to address identified compliance gaps.
· Perform quality checks to ensure all systems are working as designed and are up to date.
· Periodically installing and maintaining software updates.
Qualifications
· University graduate in computer science or equivalent.
· 5-10 of progressive experience in web administration, content management system, internet/intranet design and development.
· Experience in product life cycle management, configuration skills, administration and security controls, and ability to help technical team members, developers and support teams to troubleshoot workflow issues.
· 2-3 years admin experience in SalesForce Service Cloud and/or SalesForce Marketing Cloud products (e.g. custom objects, page layouts, components, macros).
· Previous experience supporting a Call Centre and/or Marketing teams using SalesForce platforms.
· Hands on experience with Google GTM and Analytic.
· Experience in technical systems analysis and implementation coordination.
· Experience in programing tools such as .NET, PHP to be able to manage technical discussions and integration with 3 rd party vendors.
· Experience working with third-party service providers.
· Experience in project management with an understanding of formal PM methodologies. PMP is an asset.
· Excellent communication skills.
Please note; Education Verification, Reference Checks and Criminal Background Checks will be administered on suitably qualified candidates.

If you believe you have the profile we are looking for and you want to make your mark in the World's Largest Food and Beverage Company, we look forward to hearing from you!

Nestlé is an equal opportunity employer committed to diversity and inclusion. If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.

We thank you for your interest in this opportunity; however only those
individuals selected for an interview will be contacted.

The closing date for this position is August 16, 2017.