What are the responsibilities and job description for the Salesforce Support Analyst - Erlanger, KY position at ADM?
Position Summary
The Salesforce Support Analyst will be part of the Service Delivery Organization which is responsible to maintain all ADM systems in operation with highest availability. As a member of the Service Delivery Organization, the Salesforce Support Analyst will analyze the tickets raised by user(s) and provide response/resolution to the user or work with the concerned teams/ 3rd party providers to resolve the issues as the per the Operational/Service Level Agreement with the business. The individual will work with dynamics and global cross functional teams including developers, architects, cyber security and business functional stakeholders.
Job Responsibilities
ADM requires the successful completion of a background check.
REF:96594BR
Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.
If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
The pay range for this position is expected to be between:
$62,500.00 - $116,400.00
Benefits And Perks
Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:
#IncludingYou
Diversity, equity, inclusion and belonging are cornerstones of ADM’s efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments — environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.
We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.
We welcome everyone to apply, especially those individuals who are underrepresented in our industry, as we strive to ensure our workforce represents the world that we help to feed: people of color, women, gender non-conforming, LGBTQIA , veterans and persons with disabilities. For more information regarding our efforts to advance Diversity, Equity, Inclusion & Belonging, please visit our website here: Diversity, Equity and Inclusion | ADM.
About ADM
At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.
Req/Job ID
96594BR
The Salesforce Support Analyst will be part of the Service Delivery Organization which is responsible to maintain all ADM systems in operation with highest availability. As a member of the Service Delivery Organization, the Salesforce Support Analyst will analyze the tickets raised by user(s) and provide response/resolution to the user or work with the concerned teams/ 3rd party providers to resolve the issues as the per the Operational/Service Level Agreement with the business. The individual will work with dynamics and global cross functional teams including developers, architects, cyber security and business functional stakeholders.
Job Responsibilities
- Provide deep Salesforce functional & technical expertise, as well as demonstrated knowledge of key integration points across different modules and technical components
- Assume full ownership of the support tickets in the respective process area, work with integration, other process teams, development teams, 3rd party support providers to resolve the tickets within Operational/Service Level Agreement limits
- Production support
- Perform thorough testing including regression testing before releasing any solution for final user validation
- Understand and follow ADM IT processes in performing all day-to-day activities
- Understand ADM IT Service Management process, update incident/problem/service tickets regularly and accurately and document resolution in the service management tool
- Design and Configure minor enhancements following the ADM standard configuration/naming standards, document Functional design documents
- Provide technical input in support of audit requests, as needed
- Follow regulatory compliance and Security standards
- Minimum 5 years’ experience with Salesforce
- Skills in Sales Cloud (essential), Marketing Cloud (ideally) and Service Cloud (advantageous), Customer Experience Cloud, and nice to have Salesforce Artificial Intelligence
- Experience with interfacing and collaboration with ERPs preferred
- Spoken Languages: English (required); Portuguese and/or Spanish (advantageous)
- Knowledge of Salesforce solutions and how they support Sales Management, Contracts, Price and Quote Management, Order Fulfillment Management, Billing Management, Accounts Receivable, Customer, Distribution and Supplier business functions
- Experience with dealing with key integration areas with Master Data Management to enhance the CRM environment
- 3 years’ experience in a support analyst role in a medium/large organization
- Experience with 24x7 support covering all time zones, working with multi-cultural support teams spread across different geographies
- Practical experience working in an agile environment
- Exhibits ability to work both in a team environment and independently
- Strong analytical, organization, time management, facilitation, and process management skills
- Demonstrated high level of written, verbal and interpersonal skills to communicate technical and non-technical information, ideas, procedures and processes
- Able to work in a fast-paced, changing environment, and with all levels of the organization and cope with rapidly changing information
- Ability to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are needed
- Ability to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilities
- Interact and deal effectively with all levels of employees while maintaining a professional manner
- Maintains a positive work environment through teamwork & conflict resolution
- On occasion requires minimal weekend, holidays, overtime, or off hour coverage as needed, to meet support Operational/Service Level Agreements but overall role provides flexibility and good work life balance
- Ability and willingness to travel by auto and air as needed to achieve business objectives
ADM requires the successful completion of a background check.
REF:96594BR
Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.
If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
The pay range for this position is expected to be between:
$62,500.00 - $116,400.00
Benefits And Perks
Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:
- Physical wellness – medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable).
- Financial wellness – flexible spending accounts, health savings account, 401(k) with matching contributions and cash balance plan, discounted employee stock purchasing program, life insurance, disability, workers’ compensation, legal assistance, identity theft protection.
- Mental and social wellness – Employee Assistance Program (EAP), Employee Resource Groups (ERGs) and Colleague Giving Programs (ADM Cares).
- Paid time off including paid holidays.
- Adoption assistance and paid maternity and parental leave.
- Tuition assistance.
- Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs.
#IncludingYou
Diversity, equity, inclusion and belonging are cornerstones of ADM’s efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments — environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.
We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.
We welcome everyone to apply, especially those individuals who are underrepresented in our industry, as we strive to ensure our workforce represents the world that we help to feed: people of color, women, gender non-conforming, LGBTQIA , veterans and persons with disabilities. For more information regarding our efforts to advance Diversity, Equity, Inclusion & Belonging, please visit our website here: Diversity, Equity and Inclusion | ADM.
About ADM
At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.
Req/Job ID
96594BR
