Salesforce Process Analyst

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Salesforce Analyst role role…
Salesforce Process Analyst will help different parts of the businesses in their operational activities by solving cases associated with the Salesforce platform. Focus will primarily be on the data and business process related Salesforce cases and low complex admin activities on the platform.

What you’ll do…

• Manage support queue and close tickets within designated SLA

• Be responsible for actioning tickets related to data and/or meta-data fixes

• Work with the Business users to seek clarity on the tickets and arrive at a resolution that would benefit the users

• Update the tickets with the appropriate comments, emails and status

• Develop and maintain process guides and manuals as required

• Daily administration and support of SiteMinders’ Salesforce instance including but not limited to Opportunity and Account related data management, user management and other minor metadata related changes

• Create reports and dashboards and educate end users as required

• Use Dataloader to bulk insert/update records in Salesforce

• Liaise with end users for resolution of tickets and educate them on Salesforce functionalities as required.

• Whenever required, support the Business ops team by testing the Salesforce enhancements

• Constantly learn new Salesforce functionalities through Trailhead and aim towards getting Admin certified

• This role requires mandatory support across APAC, EMEA, and AMER time zones. Candidates must be comfortable working in rotational schedules, including AMER (night shift) coverage, as a core responsibility of the position.

   

What you have…

• Used Salesforce platform in the capacity of a Process Analyst for 1+ years or have 3 - 5 years experience in using the Platform as an end user.

• Proficient in managing and maintaining data across Accounts, Opportunities and Cases

• Knowledge of Salesforce object model, user creation/management, reports and dashboards, Case management and general salesforce navigation

• Knowledge in using Dataloader to bulk insert/update records.

• Proficient in Sales lifecycle and related objects in Salesforce

• Salesforce admin skills will be a big plus

• Clear communication - verbal and written

• Proactive and is not afraid to reach out for clarifications

• Respond and action cases on time

• Must be comfortable in rapidly changing and sometimes challenging work environment

• Our Perks & Benefits…

• Mental health and well-being initiatives

• Generous parental (including secondary) leave policy

• Flexibility to work in a Hybrid model (2-3 days in-office)

• Paid birthday, study and volunteering leave every year

• Sponsored social clubs, team events, and celebrations

• Employee Resource Groups (ERG) to help you connect and get involved

• Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.