What makes Gartner a GREAT fit for you?
When you join Gartner, you'll be part of a team with a no-limits mindset that helps the world become smarter and more connected. We're the world's leading research and advisory company that steers clients toward the right decisions with business and technology insights they can't find anywhere else. Our associates enjoy a collaborative work environment with exceptional training and career development. If you like working with a curious, supportive, high-performing team, Gartner is the place for you.
About this Role :
The Technical Support Specialist provides direct end-user support to Gartner's entire CRM community, across multiple technologies, and multiple business units. It reports in to IT Sales, Service and Corporate Delivery, who oversees our CRM platforms, as well as a variety of tools and integrations.
Key end user communities include Sales, Research, Finance, and Service Delivery. The candidate will work directly with these end users, to make sure that they have the right access, knowledge, and data for their job responsibilities. The candidate will also work directly with IT colleagues, to resolve underlying issues, and collaborate on software design changes.
What you'll do :
- Provide support to CRM users worldwide while working closely with Engineering teams to maintain the operational integrity of production systems
- Configuration and administration of CRM (mainly Salesforce) and integrated applications
- Maintenance and customization users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions
- Perform final Data Mapping and execution of Data import of any approved business requests into CRM
- Create documentation of any business and resolutions rules/transformations/issues
- Perform monitoring of data and system rules to ensure data integrity
- Build and maintain SQL scripts in Microsoft SQL Server / Oracle DB
- Resolve end-user problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Identify ticket trends and work towards reducing recurrences
- Identify opportunities to simplify, optimize, and automate business processes
- Require 24x7 support
What you'll need :
- Bachelor's Degree with a minimum of 3+ years of Salesforce administration, System Support, and/or System Administration
- Strong broad-based understanding of one or more CRM (mainly Salesforce) applications and its modules.
- Proven ability to manage users, data, and security
- Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with keen attention to detail
- Demonstrated proficiency in the use of data management tools such as Data Loader
- Familiarity with standard business, sales, and finance processes
- Detail-oriented with excellent verbal and written communication skills
- Salesforce Admin certification is a plus
- Should be able to map the business requirement to sales cloud/service cloud features and functionality.
- Very good understanding of cases, quotes, products, opportunities, orders, accounts and contacts in SFDC.
- Should be able to engage cross-functional teams to resolve the issues related to Service/Sales Cloud in Salesforce
- Hands-on experience in reports/dashboards.
- Solid understanding of users, profiles, roles, access and Salesforce security model
- Display in-depth knowledge to support multiple Salesforce products with little to no assistance
- Strong customer service and relationship building skills with a team-player attitude
- Ability to work independently with minimum direction
Who you are :
- Motivated, high-potential performer, with demonstrated ability to influence and lead.
- Strong communicator with excellent interpersonal skills.
- Able to solve complex problems and successfully manage ambiguity and unexpected change.
- Teachable and embracing of best practices and feedback as a means of continuous improvement.
- Consistently high achiever marked by perseverance, humility and a positive outlook in the face of challenges.
What we offer : In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including :
- An upbeat, positive culture. Integrity, objectivity, collaboration, results and a no-limits mindset are central to our values
- Encouragement to be innovative and challenge status quo
- Exposure to industry leading training and development - We work with you to help you meet your goals and advance within the company
- Performance based recognition and rewards
Who are we :
Gartner is the world's leading research and advisory company, offering information, advice and tools for business leaders. We provide objective and invaluable insights to our C-level executive clients, where we guide them to achieve the mission-critical priorities of their organization. We- ve grown exponentially since our founding in 1979 and now employ over 17,000 associates globally and support 12,000 clients in more than 100 countries.
Our awards and accolades :
- Fortune World's Most Admired Companies 2016, 2017, 2018, 2019 & 2020
- Forbes America's Best Employers 2018, 2019; Best Management Consulting Firms 2017, 2018, 2019
- Human Rights Campaign Corporate Equality Index
- Best Places to Work for LBGTQ Equality 2018, 2019 & 2020
Note : For your candidature to be considered on this job, you need to apply necessarily on the company's redirected page of this job. Please make sure you apply on the redirected page as well.
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