Business Analyst and Support – Combined role

We are looking for a Business Analyst and Technical Support combined role to join our team. The candidate will be the vital link between our information technology capacity and our business objectives by supporting and ensuring the successful completion of analytical, building, testing and deployment tasks of our client projects. The candidate will then support the client during the business as usual phases through triaging support cases and facilitating resolutions. The goal is to create value for clients that will help preserve the company’s reputation and business.

 

 

Business Analyst role

  • Be a part of the configuration specifications and business requirements team
  • Define reporting and alerting requirements
  • Build the UAT tests to pass Quality Assurance
  • Own and develop relationship with partners, working with them to optimize and enhance our integration
  • Help design, document and maintain system processes
  • Report on common sources of technical issues or questions and make recommendations

 

Support role

  • Serve as the first point of contact for customers seeking technical assistance
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

 

The ideal candidate will have...

  • Experience of working from home
  • A clean driving license
  • Previous experience in Business / Systems Analysis or Quality Assurance
  • Proven experience in eliciting requirements and testing
  • Experience in analysing data to draw business-relevant conclusions and in data visualization techniques and tools
  • Experience in writing SQL queries
  • Basic knowledge in generating process documentation
  • Strong written and verbal communication skills including technical writing skills
  • Proven experience in a customer support role
  • Tech savvy aptitude 
  • Good understanding of the Force.com platform, automation products, databases and screen sharing
  • Ability to diagnose and resolve basic Salesforce issues
  • Customer-oriented and cool-tempered mindset 
  • Degree in IT / Computer Science

 

Demand Finder are rapidly growing and the candidate has the opportunity to develop their career in any number of directions. A well-structured training  programme will be provided, based on Trailhead, with the objective of achieving Salesforce certifications. 

Start date: 22nd October

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