For more than 30 years, ESET® has been developing industry-leading IT security software and services for businesses and consumers worldwide. With solutions ranging from endpoint and mobile security to encryption and two-factor authentication, ESET’s high-performing, easy-to-use products give consumers and businesses the peace of mind to enjoy the full potential of their technology. ESET unobtrusively protects and monitors 24/7, updating defenses in real time to keep users safe and businesses running without interruption. Evolving threats require an evolving IT security company. Backed by R&D centers worldwide, ESET is the first IT security company to earn 100 Virus Bulletin VB100 awards, identifying every single “in-the-wild” malware without interruption since 2003.
General Position Overview
At ESET, our CRM Support Analyst works closely with internal teams and global colleagues in translating technical requirements across ESET's various business systems into actionable business insights. Working within the APAC Operations and Support team, you will act as a Level 2 support with leverage from developers and analysts from HQ office.
What you will do:
- Acts as a project manager of regional business systems related projects, such as system migration/upgrade, process optimization, new system implementation
- Acts as the Salesforce Administrator to support regional Salesforce related query, troubleshooting, training, feedback, workflow improvement , bug fixing
- Provides internal system support for internal users and external partners on ESET’s internal systems
- Is a pivotal contact point between HQ and regional offices in supporting business system issues in order to have holistic view of current ongoing issues, provide follow up and propose improvement suggestion
- Analyses complex business problems and provides clear analysis and documentation of the problems and proposed solutions.
- Translates functional and system requirements into technical designs that meet business needs.
- Maps the capabilities of current business systems, leveraging them in conjunction with manual processes to address business needs.
- Support end-user requests for new searches, reports, KPI’s and dashboards.
- Create and maintain documentation on processes, system configuration and development changes
- Partners with key development teams to test and deploy customizations, custom objects, and new functionalities
- Proactively communicate and collaborate with internal and external customers and partners to analyze information needs and technical requirements, identifying requirements assumptions, constraints, risks, issues, and dependencies.
Requirements
- Certified Salesforce Administrator or experience with Salesforce is key
- Strong project management, ability to successfully manage multiple tasks at any given point, strong relationship building skills.
- Excellent communication skills including the ability to translate technical information into basic understanding, and the ability to communicate effectively and tactfully with a diversity group of people at an individual and team level.
- Good experience with regional projects as well as handling day-to-day operational requests from the business
- A Systems Bachelor's Degree, Master’s of Business information is preferred
