Responsibilities

• Respond to daily user requests for help (e.g., with reporting, CRM functionality usage, uploading contacts/leads)
• Track and report on user request types and resolution
• Own Salesforce account creation and other Salesforce administration
• Perform regular Salesforce administrative duties to keep the data and users in CRM up-to-date
• Work closely in an Agile team including Global and Regional Sales Operations and IT teams in requirements gathering and raising JIRA stories
• Complete user acceptance testing of Salesforce and other sales tool enhancements that impact the entire organization
• Create new materials for training on CRM functionality (documents, videos etc.)
• Prepare dashboards and reports for analysis and insights
• Assist Sales Operations team in other operations-related tasks as needed
• Become an expert on the Ciena Salesforce implementation and integration with other business systems

Requirements

• Practical experience with user help and working in an Agile development environment
• Ability to manage a stream of varied user requests as part of a team
• Junior Salesforce Administrator experience and working toward certification
• BA degree preferred
• Attention to detail
• Excellent written and verbal communication
• Familiarity with requirements elicitation, agile development, and user acceptance testing
• Ability to work effectively in and with diverse teams
• Enthusiastic; able to deal with and clarify unknowns or ambiguity
• Analytical mindset
• Technical acumen to work with multiple systems
• Proficiency with MS Office