Role Overview
This position supports the operation and optimization of Salesforce CRM, Experience Cloud, and integrated systems within the EMEA region. The analyst ensures smooth functionality, user adoption, and compliance across platforms, serving as a key liaison between business users and technical partners.
Key Responsibilities
- Gain in-depth knowledge of Salesforce-related business processes, data flows, and system integrations
- Deliver Level 2 functional support for Salesforce environments, resolving user issues related to navigation, reporting, and workflows
- Log and triage incidents using Jira, escalating complex issues to Managed Service Providers or internal leadership as needed
- Collaborate with D365 and integration partners to diagnose and resolve synchronization problems
- Develop and maintain training materials, user guides, and system documentation tailored for international audiences
- Support testing for system updates, new features, and integration rollouts
- Conduct onboarding and refresher training sessions for business users across regions
- Help define and document requirements for Salesforce enhancements and process improvements
- Manage user access, profiles, and permissions in alignment with governance and security policies
- Monitor system queues and performance indicators to ensure timely resolution of issues
- Escalate critical incidents following established protocols
- Ensure adherence to GDPR, data privacy regulations, HIPAA, and corporate security standards
Required Qualifications
- Proven experience with Salesforce CRM, including Sales Cloud, Service Cloud, and Experience Cloud
- Background supporting multi-region Salesforce instances and global user bases
- Familiarity with Salesforce administration concepts such as roles, profiles, and permission sets
- Experience working with Managed Service Providers in CRM support environments
- Strong communication skills and a user-focused support mindset
- Understanding of ITIL frameworks and incident management practices
- Ability to create clear, accessible training content and technical documentation
- Knowledge of databases, software systems, and business application ecosystems
- Skill in presenting technical information to non-technical stakeholders
- Adaptability in fast-changing environments with evolving priorities
- Bachelor’s degree in Computer Science or a related field, or equivalent experience
- Minimum of 5 years in IT support roles, with at least 2 years focused on CRM systems
Work Environment
This is a hybrid role based at the Concentrix Porto office, requiring 2–3 days per week on-site with the remainder worked remotely. The organization promotes an inclusive, merit-driven culture that values well-being, innovation, and personal connection to its mission.
Compliance and Values
The company is committed to equal opportunity and does not discriminate based on age, disability, sex, race, religion, gender identity, sexual orientation, or family status. Decisions are made on individual merit, aligned with a culture of integrity, collaboration, and human-centered design.
