Salesforce Support - Barcelona

• Manage requests from users registered in the ticketing tools, maintaining the levels established in the SLA's, e.g.: authorization access, customizing, job planning
• Give support to users in functional questions about the respective applications.
• Answer questions about processes and the status of the systems.
• Act partly as an interface between the BC units and the business units responsible for the development and implementation of new systems and the infrastructural operation of systems.
• Identify possible system improvements and drive them within the SDO team (e.g. by means of operational problem management).
• Control, plan and be responsible for processing in the systems with a business background and coordination within the SDO.
• Monitor business processes (from operational planning and the development of suitable monitoring to event handling/escalation processes).
• Identify system problems (recurring incidents) and work proactively to solve them.
• Operational knowledge management (provide training to end users, collaborators or BC's when required).
• Notify users, BCs and/or other teams about serious incidents in the system and any change in procedure.
• Test activities (develop test plans together with BC and Business).
• Apply quality assurance measures (CSI).
• Work following the established guidelines regarding Incident Management, Problem Management and Knowledge Management processes.

We are looking for open-minded colleagues with passion for technology, who are willing to explore diverse and exciting career opportunities in a dynamic work environment that stands for development and progress., * Desired university degree in Information Technology or similar.

• Prior professional experience in support tasks or IT projects.
• Ideally experience handling support ticketing systems.
• Fluent English.
• Motivation to familiarize yourself with new topics.
• Strong analytical skills, networked thinking, and affinity with process optimization.
• Enjoy working in an international team.
• Results oriented and demonstrate a 'can-do' attitude - adaptability, flexibility and resourcefulness.
• Knowledge in ITIL is a plus.